Job Description

Location: Phoenix, AZ

Duration: 6 months+

Rates: $23/hr w2

The Customer Experience Specialist is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer . The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives.

The Customer Experience Specialist will:

• Operate in a Call Center environment as a customer success advocate
• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages and facilitate outbound text messages to consumers
• Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers' mortgage loan inquiries/requests
• Effectively manage a pipeline of up to 75 loans
• Performing routine data entry and validation tasks
• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
• Monitoring work queues and intervening as needed
• Interacting with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
• Meet outlined production and quality standards
• Follow established Policy and Procedures
• Performing other related duties as required and assigned
• Demonstrating behaviors which are aligned with the organization's desired culture and values
• A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required. If no mortgage experience, 2+ years of direct customer contact in a financial industry high volume call center
• Bilingual Spanish is a plus
• General understanding of applicable Federal, State and Local mortgage regulations a plus
• 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
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Effective time management skills to deliver work on time
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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