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 Senior REACH Specialist (Research, Escalation, and Complaint Handling) acts as the primary liaison for customers and is tasked with investigating and resolving verbal disputes and complaints received from customers directly or through representatives such as attorneys. As the Senior Specialist , you will research issues and provide recommendations or decisions within established service level agreements (SLAs).

The Senior REACH Specialist will :

• Receive calls through an inbound queue or a specialized outbound call campaign to assist customers with resolving their complaints and/or inquires

• Handle high risk complaints assisting customers with resolving their early stage default by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable

• Manage an investor or state specific portfolio by resolving daily exceptions on assigned portfolio of loans within the departments SLA

• Follow set investor/state-specific guidelines to set up approved repayment, forbearance plan or any foreclosure alternative programs

• Update customer financial information based off change in circumstance or to address remaining delinquency at plan completion to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received

• 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

• 3+ years default customer service experience

• Strong customer service focus preferred, with the ability to answer inquiries, provide information, consult with customers and manage difficult customer interactions.

• Demonstrated ability to clearly identify root causes, define problems and recommend effective solutions across all channels

• Thorough knowledge of RESPA/CFPB and ECOA regulations

• Thorough knowledge of investor specific repayment, forbearance, HHF/EHLP and SCRA foreclosure alternative programs, loan servicing, foreclosure, and bankruptcy

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

  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

$40,000 - $60,000

Work Model

OFFICE