PENNYMAC

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

A Typical Day

The Senior Client Escalation Specialist is a skilled role supporting Pennymac third party channels as part of the Mortgage Fulfillment Division (MFD). As the Specialist , you will facilitate efficient and effective processes while directly responding to customer requests, and supporting divisional customer service objectives.

The Senior Client Escalation Specialist will:

• Perform complex data and document validation

• Handle complex email and phone inquiries from internal and external customers

• Validate qualifying income, assets and/or debt ratio calculations

• Completing appraisal eligibility tasks

• Evaluate loan applications for Pennymac and Investor guideline eligibility

• Responding to regulatory compliance questions and inquiries

• Serve as escalation point for customer fulfillment requests

• Interact with multiple departments to expedite issue resolution

• Perform other related duties as required and assigned

• Demonstrate behaviors which are aligned with the organization’s desired culture and values

What You’ll Bring

• Bachelor's degree or equivalent work experience

• 5+ years of Mortgage lending experience, developing supporting and maintain mortgage TPOs, banks and/or credit unions

• Proficiency in MS Office and G-Suite, Zendesk, or previous experience with service ticketing a plus

• Demonstrate competency in meeting customer service standards

• Critically analyze customer problem and associated data to identify problem and associated solution

• Work experience providing user support services

Why You Should Join

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:

• Comprehensive Medical, Dental, and Vision

• Paid Time Off Programs including vacation, holidays, illness, and parental leave

• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)

• Retirement benefits, life insurance, 401k match, and tuition reimbursement

• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role

• Mid-range - Experience and skills align with proficiency in the role

• Higher in range - Experience and skills add value above typical requirements of the role

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.

#TPO

Salary

$55,000 - $85,000

Work Model

OFFICE

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Requisition ID 24-30814

Location US-TX-Plano

Position Type Regular

Category Sales

salary $55,000 - $85,000