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 DayPennymac is looking for solution-focused, patient, and proactive listeners to join our Customer Service team. Taking care of our customers is at the core of every decision we make. Customer Service Representatives (CSRs) answer customer inquiries and resolve requests politely and timely. Additionally, CSRs have the opportunity and are expected to cross-sell Pennymac products to existing qualified customers. All CSRs are provided training support through dedicated coaches and a structured internal training program to ensure professional success.
The CSR role is a full-time hourly position starting at $20/hour with a performance incentive plan to potentially earn an extra $400-$500+ per month. Pay ranges provided on job boards (e.g., Indeed, LinkedIn) may not accurately reflect Pennymac's compensation for this role. Bi-lingual Spanish is required; additional per-call compensation may apply
As a Customer Service Representative, you will:
Provide exceptional support to our customers through polite and informative phone interactions in an inbound high volume call center environmentProvide account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs, and loan documentsConduct research to resolve and respond to customer inquiries accuratelyInteract cross-departmentally to resolve customer requests, including escalationsPerform other related duties as assignedDemonstrate behaviors that are aligned with the organization’s desired culture and values
Training:
Structured 8 week training is provided in office and full attendance is a condition of employmentDirect coaching and support is provided throughout training to improve skills and build confidence and independence in the CSR roleTraining is typically conducted Mon-Fri from 7:00 am - 4:00 pm PST
Post-Training Schedule:
CSRs will be assigned one of the below standard shifts:
6:00 am - 3:00 pm PST Only7:00 am - 4:00 pm PST & CT8:00 am - 5:00 pm PST & CT9:00 am - 6:00 pm PST & CTOvertime Requirements:
Normally 2 half-day shifts on Saturdays each monthAn additional hour during peak call volume days (e.g., Mondays, mid-month, end of the month) What You’ll Bring Demonstrate patience, kindness, and understanding for customers during all interactionsEasily navigate multiple screens, find relevant data, and communicate clearly to customersComputer proficiency, including Word and ExcelDeliver timely and accurate information in a fast-paced environmentCritically think with strong negotiation and problem solving skills, mathematical aptitude, and sound judgmentMake decisions independently within set policy and proceduresMortgage and/or financial services industry experience is a plus Why You Should JoinAs 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 VisionPaid 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 roleMid-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 $36,000 - $45,000 Work Model OFFICE Need help finding the right job? We can recommend jobs specifically for you! Click here to get started.
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