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Form of workJob Overview
The Customer Experience Specialist I, is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).
A Typical Day- Operate in a call center environment as a customer success advocate
- Receive inbound calls and make outbound calls to consumers
- Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers
- Handle more complex products, calls, emails or text / chat sessions
- Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers' mortgage loan inquiries/requests.
- Effectively manage a pipeline of up to 75 loans
- Performing routine data entry and validation tasks
- Reviewing and validating loan documents
- Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
- Monitoring work queues and intervening as needed
- Interacting with multiple departments to expedite processing and/or issue resolution
- Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.
- Interact with other Pennymac departments to resolve customer requests/issues.
- Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
- Meet outlined production and quality standards.
- Follow established Policy and Procedures
- Performing other related duties as required and assigned
- Demonstrating behaviors which are aligned with the organization's desired culture and values.
- A minimum of 12 months of experience in customer contact or call center position or equivalent experience is required
- Bilingual Spanish is a plus
- Mortgage and/or financial services call center experience is a plus
- Must be a team player with strong attention to detail and able to work independently
- Capable communicator, written and oral
- Strong negotiation skills with ability to effectively resolve problems
- Proven track record at delivering timely and accurate information in a fast-paced environment
- Excellent critical thinking, problem solving, mathematical skills and sound judgment
- Effective time management skills to deliver work on time
- Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
