Pipeline Account Manager I at PennyMac Loan Services, LLC

| Raleigh-Durham, NC
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Overview
Responsible for operational management of loans within an assigned client segment and is also the external contact for all loan level and strategic fulfillment issues. The role will focus on feedback to both internal and external customers on loan quality and operational efficiency as well as client consulting and advocacy. This role is responsible for the end to end client experience of funding loans with PennyMac.
Job Description
  • Conduct daily review of active pipeline and identify appropriate client follow-up actions
  • Interact with external clients providing reporting highlighting items requiring action, working with clients to solve open loan level items
  • Conduct client outreach to solicit feedback, provide trending and position the PennyMac value proposition
  • Review pipeline of all loans within assigned client segment for invalid stipulations or identification of alternative solutions
  • Identify and resolve client issues/friction and escalate to management as appropriate
  • Work with internal Account Executives to deepen client relationships and drive repeat business
  • Interact with multiple departments to expedite processing and/or issue resolution Manage inquiries to other Client Support functions to ensure consistency and accuracy
  • Maintain communication channels with internal and external partners
  • Serve as a primary contact regarding customer needs on PNMAC products, programs, and services
  • Lead onboarding and training for new clients
  • Manage individual SLAs and turn times on all loans in their pipeline
  • Conduct quarterly book reviews and loan level file review with senior PAM
  • Use all resources to resolve loan issues escalated by the client, sales or management
  • Complete special assignments necessary to support business strategy
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization's desired culture and values
Ideal Candidate will have the following:
  • Bachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience
  • Minimum 3 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices
  • Functional understanding of applicable Federal, state and local lending regulations.
  • Demonstrates expertise in a variety of Industry concepts, practices & procedures.
  • Demonstrate ability to plan and execute stated goals
  • Basic software proficiency including Microsoft Office Suite.
  • Communication - Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent group presentation skills
  • Interpersonal Effectiveness - Maintains a positive attitude and provides exemplary internal and external customer service.
  • Judgment - Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
  • Planning/Organizing - Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
  • Problem Solving - Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Quality Management - Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
  • Must be a team player with strong attention to detail and able to work independently
  • Proven track record at delivering timely and accurate information in a fast-paced environment
Years of Experience:
3Education:
Bachelor's Degree
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Technology we use

  • Engineering
    • .NETLanguages
    • AWS (Amazon Web Services)Languages
    • JavaLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of PennyMac Loan Services, LLC

What are some social events your company does?

Our Tech team has great events, including casino & trivia nights, virtual happy hours, gaming - we’ve even sponsored a video game tournament against our industry competitors! We’re nationally disbursed, but regardless of where people live, we’re all part of one interactive, linked community, and it’s easy to find others who share your interests.

Juan

Senior Developer, Production

How do you collaborate with other teams in the company?

The culture at PennyMac has cultivated a great sense of teamwork in which we all succeed, fail, and learn together. We collaborate in many ways - from video calls to morning coffee hours, ad hoc huddles, email, chat, and sometimes while playing ping pong or pool in the cafeteria. Everyone is encouraged to work together to accomplish a common goal.

Mandy

Vice President, IT Program Management

How has your career grown since starting at the company?

My time at PennyMac has rocketed my career as a software dev. In two years I went from having no professional coding background to managing three applications in production, managing two direct staff and contributing to open-source libraries. My time has given me the experience and skills to successfully create new tech products that make money.

John

Assistant Vice President, Application Development

How do your team's ideas influence the company's direction?

As a company, we're one very cohesive, supportive team with various areas of expertise. It's like a potluck - everyone brings something different, but it all comes together perfectly. Company management believes in us, trusts us, and invests in us. That provides the opportunity to build positive outcomes for our business and our customers.

Nick

Managing Director, Technology Infrastructure

What are some things you learned at the company?

Our team constantly works to better itself by delivering software on time without shortcuts or compromising quality. At PennyMac, I have the opportunity to own many critical day-to-day database operations. I've had the flexibility to be innovative, which has allowed me to grow as a developer.

Pavan

Senior Developer, Database

What are PennyMac Loan Services, LLC Perks + Benefits

PennyMac Loan Services, LLC Benefits Overview

PennyMac puts its people first. Our generous health, dental and vision benefits are available to all full-time employees. Our tech department also hosts fun, team-building events and activities.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
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