PennyMac
AVP, Mortgage Customer Experience
PennyMac, Phoenix, Arizona, United States, 85003
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
Assistant Vice President Customer Experience
will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the
AVP Customer Experience
you will monitor workflows and queues to ensure service levels are met.The
Assistant Vice President Customer Experience
will:Directly supervise employees in a call center environment providing support to the mortgage fulfillment divisionOversee coordination within multiple divisions 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 solutionsCommunicate monthly results to Management on departmental performance objectivesConduct quality reviews of staff daily and provide feedbackAct as the main point of escalation for all issues within the functionsPerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organizations desired culture and valuesWhat Youll Bring:
Bachelors degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience7+ years of Mortgage experience requiredManagement experience in a Call Center EnvironmentAbility to work with call monitoring tools/softwareDemonstrated success with pipeline management
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 leaveWellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)Retirement benefits, life insurance, 401k match, and tuition reimbursementPhilanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorshipsTo learn more about our benefits visit: https://pennymacnews.page.link/benefitsCompensation:
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 roleHigher in range - Experience and skills add value above typical requirements of the roleSome roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.Salary:$75,000 - $130,000
Work Model:OFFICE
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
Assistant Vice President Customer Experience
will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the
AVP Customer Experience
you will monitor workflows and queues to ensure service levels are met.The
Assistant Vice President Customer Experience
will:Directly supervise employees in a call center environment providing support to the mortgage fulfillment divisionOversee coordination within multiple divisions 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 solutionsCommunicate monthly results to Management on departmental performance objectivesConduct quality reviews of staff daily and provide feedbackAct as the main point of escalation for all issues within the functionsPerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organizations desired culture and valuesWhat Youll Bring:
Bachelors degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience7+ years of Mortgage experience requiredManagement experience in a Call Center EnvironmentAbility to work with call monitoring tools/softwareDemonstrated success with pipeline management
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 leaveWellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)Retirement benefits, life insurance, 401k match, and tuition reimbursementPhilanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorshipsTo learn more about our benefits visit: https://pennymacnews.page.link/benefitsCompensation:
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 roleHigher in range - Experience and skills add value above typical requirements of the roleSome roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.Salary:$75,000 - $130,000
Work Model:OFFICE