Customer Service Representative I
Company: PennyMac
Location: Las Vegas
Posted on: May 23, 2023
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Job Description:
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
Pennymac is looking for solution-focused, patient, and proactive
listeners to join our Customer Service team. Taking care of our
customers is at the core of every decision we make. Customer
Service Representatives (CSRs) answer customer inquiries and
resolve requests politely and timely. Additionally, CSRs have the
opportunity and are expected to cross-sell Pennymac products to
existing qualified customers. All CSRs are provided training
support through dedicated coaches and a structured internal
training program to ensure professional success.
The CSR role is a full-time hourly position starting at $20/hour
with a performance incentive plan to potentially earn an extra
$400-$500+ per month . Pay ranges provided on job boards (e.g.,
Indeed, LinkedIn) may not accurately reflect Pennymac's
compensation for this role.
Remote Eligible:
This role is eligible for hybrid and remote schedules based on
proven onsite performance and business needs.
As a Customer Service Representative , youwill:
Provide exceptional support to our customers through polite and
informative phone interactions in an inbound high volume call
center environment
Provide account information to customers including, but not limited
to, inquiries regarding loan payments, escrow, taxes, payoffs, and
loan documents
Conduct research to resolve and respond to customer inquiries
accurately
Interact cross-departmentally to resolve customer requests,
including escalations
Demonstrate behaviors that are aligned with the organization's
desired culture and values
Perform other related duties as assigned
Training:
Structured 8 week training is provided in office and full
attendance is a condition of employment
Direct coaching and support is provided throughout training to
improve skills and build confidence and independence in the CSR
role
Training is typically conducted Mon-Fri from 7:00 am - 4:00 pm
PST
Post-Training Schedule:
CSRs will be assigned one of the below standard shifts:
6:00 am - 3:00 pm PST Only
7:00 am - 4:00 pm PST & CT
8:00 am - 5:00 pm PST & CT
9:00 am - 6:00 pm PST & CT
Overtime Requirements:
2 Saturday shifts (4 hours each), typically worked from home
An additional hour during peak call volume days (e.g., Mondays,
mid-month, end of the month)
What You'll Bring
Demonstrate patience, kindness, and understanding for customers
during all interactions
Easily navigate multiple screens, find relevant data, and
communicate clearly to customers
Computer proficiency, including Word and Excel
Deliver timely and accurate information in a fast-paced
environment
Critically think with strong negotiation and problem solving
skills, mathematical aptitude, and sound judgment
Make decisions independently within set policy and procedures
Mortgage and/or financial services industry experience is a
plus
Bi-lingual Spanish is a plus; additional per-call compensation may
apply
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
$32,500 - $47,000
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Requisition ID 23-28143
Location US-NV-Las Vegas
Position Type Regular
Category Mortgage Operations & Servicing
Education High School Diploma/GED
Years of Experience 0
salary $32,500 - $47,000
Keywords: PennyMac, Las Vegas , Customer Service Representative I, Sales , Las Vegas, Nevada
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