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Customer Advocate - Secure Message

Company: PennyMac
Location: Las Vegas
Posted on: January 15, 2022

Job Description:

Responsibilities may include researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements. With a focus on customer experience, reputational and regulatory riskWork with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiriesConfirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time framesEnsure all Federal and State requirements are adhered to: including CFPB/RESPAWrite response letters to customers in a professional and courteous manner, including providing copies of requested documentsPerforms consistency checks to identify data, supporting documentation needed from customers and third partiesMeet productivity and quality standardsIdentify process breakdowns and provide process improvement suggestionsPerforms other related duties as required and assignedPhotocopy, type, file, send faxes, and other clerical duties as assignedDemonstrates behaviors which are aligned with the organization's desired culture and valuesStrong customer service backgroundThorough knowledge of RESPA as it pertains to qualified written requestsAbility to handle multiple tasks and deadlines with attention to detailProficient in Excel and general strong computer skillsExcellent communication skills with the ability to interact with most levels of employees and management. Speaks and writes clearly and correctlyCompetent at working in partnership with team members to deliver expected resultsPrioritizes and plans work activities, uses time efficiently and develops realistic action plansResolves problems in a timely manner; able to gather information and identify problems1High School Diploma/GED

Keywords: PennyMac, Las Vegas , Customer Advocate - Secure Message, Other , Las Vegas, Nevada

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