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Customer Service Rep I

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

Job Description:

Overview: Customer Service Representatives are the liaison between our company and our customers. Responsible for effectively answering incoming calls from customers and providing a resolution to their inquiries/requests in a timely manner. Maintaining and keeping customer satisfaction at the core of every decision and behavior. Responsible for maintaining customer retention through cross-selling PennyMac products. Ensures all loan servicing requirements are met as specified by internal policies and procedures. Job Description: Answer high-volume, inbound calls from current customers in a timely manner. Provide exceptional customer service to all customers mortgage loan inquiries/requests. Effectively address, in a timely manner, while meeting all internal policies and procedures.Provide general account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs and loan documents.Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries. Process customer payments via phone.Must cross-sell PennyMac loan products to existing customers and provide rebuttal options as applicable in order to meet required sales goals.Must meet outlined production and quality standards.Interact with other PennyMac servicing departments to resolve customer requests/issues.Must request assistance for escalated and/or more complex issues to department senior associates or supervisors.Perform other related duties as assigned.Demonstrate behaviors which are aligned with the organizations desired culture and values Ideal Candidate will have the following:: Bilingual Spanish is a plusPersonal computer knowledge, including proficiency in Word and ExcelDetail oriented with good organizational and follow-through skillsStrong negotiation skills with ability to effectively resolve problemsMust be a team player and able to work independentlyAbility to deliver timely and accurate information in a fast-paced environmentCritical thinker with problem solving skills, mathematical skills and sound judgmentAbility to make decisions independently within set policy and proceduresMortgage and/or financial services industry experience is a plus Years of Experience: : 0 Education:: High School Diploma/GED

Keywords: PennyMac, Las Vegas , Customer Service Rep I, Sales , Las Vegas, Nevada

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