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 DayThe Customer Experience Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals.
The Customer Experience Manager will:
Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment DivisionManage, monitor and measure the performance of queues and processesManage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and trainingOversee coordination within the division and across all areas within Pennymac to ensure consistent and proper executionEffectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutionsDevelop new and more innovative, efficient processes to improve overall end to end cycle times or improve qualitySupport, recommend and implement technology initiativesRoutinely review staff performance of key metrics and work with staff daily to improve performancePerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organization’s desired culture and values What You’ll Bring Management experience in a Call Center Environment with proven strong customer service skillsAbility to work with call monitoring tools/softwareDemonstrated success with pipeline managementFinancial Services and mortgage industry experience required Strong understanding of applicable Federal, State and Local mortgage regulationsAdvance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint) 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 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 $65,000 - $100,000 Work Model OFFICE Need help finding the right job? We can recommend jobs specifically for you! Click here to get started.California applicants, please click here to view our Privacy Policy and click here to view our Privacy Notice.