Priority Complaint Specialist I

PennyMac • Moorpark, CA • 2h ago

PENNYMAC

Pennymac is (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 Priority Complaint Specialist I will conduct thorough investigations into written and verbal complaints and disputes received from customers, attorneys, executives and regulatory agencies. Prepare and deliver accurate and comprehensive reponses to complaints within established timelines, adhering to company policies, complaint procedures and regulatory requirements.

The Priority Complaint Specialist I will:

Serve as the primary point of contact for complainants, providing regular updates and explanations throughout the resolution process

Maintain detailed records of all complaints, investigation findings and resolutions in the appropriate systems; ensure documentation is accurate and consistently up-to-date

Collaborate closely with other departments (e.g., legal, compliance, operations) to gather information and facilitate resolution

Ensure all inquiries or complaints are resolved promptly and with effective service to customers, escalating to a Supervisor when required

Compose professional and accurate written response letters

Verify that all information provided in responses directly and completely address all customer concerns

Maintain compliance with regulatory timeframes for complaint resolution, including updates to the designated portal

Identify and escalate process breakdowns and potential risks that contribute to complaints

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

Strong written and verbal communication skills

Strong internal and external customer service skills, including a professional telephone manner

Good organizational and time management skills

Strong problem-solving skills and critical-thinking, with sound judgement

Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, including thorough knowledge of RESPA as it pertains to qualified written requests

Proficient in Microsoft Word and Excel

Proven track record of delivering timely and accurate information in a fast-paced environment

Strong attention to detail, ability to work independently and as a team player

Strong business acumen

Financial services or mortgage industry experience preferred

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

We value the hard work and dedication of our employees. In addition to a competitive salary, positions may offer bonus opportunities.

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.

Salary

$45,000 - $66,000

Work Model

OFFICE

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