PennyMac Loan Services, LLC

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Customer Service Representative I

at PennyMac Loan Services, LLC

Posted: 6/29/2019
Job Reference #: 8147
Keywords: inbound

Job Description

  • Requisition ID
    Position Type
    Customer Service/Support
    High School Diploma/GED
    Years of Experience
  • Overview

    Responsible for handling customer inquiries/requests and for the timely completion of a variety of routine functions, while working to ensure customer satisfaction and retention through cross-selling PennyMac products. Ensures that all loan servicing requirements are met as specified by the investor and regulatory agencies.

    Job Description

    • Receive/service inbound calls from current customers
    • Provide general account information to customers including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs and loan documents
    • Conduct preliminary or basic research in order to respond to routine inquiries
    • Process customer payments via phone
    • Cross sell PennyMac loan products to existing customers
    • Meet outlined production and quality standards
    • Interact with other PennyMac servicing departments to solution customer requests and resolve issues
    • Request assistance for and/or escalate more complex issues to department senior associates or supervisors
    • Perform other related duties as required and assigned
    • Demonstrate behaviors which are aligned with the organization’s desired culture and values

    Ideal Candidate will have the following:

    • Skills & Abilities: (Include any required computer skills, regulatory knowledge, certifications, licenses, languages, etc.)
    • Bilingual in English and Spanish preferred
    • Personal computer knowledge, including proficiency in Word and Excel
    • Detail oriented with good organizational and follow-through skills
    • Strong negotiation skills with ability to effectively resolve problems and conflict and resolve problems effectively
    • Must be a team player with strong attention to detail and able to work independently
    • Ability to deliver timely and accurate information in a fast-paced environment
    • Critical thinker with problem solving skills, mathematical skills and sound judgment
    • Ability to make decisions independently within set policy and procedures
    • Mortgage and/or financial services industry experience preferred

    Years of Experience:



    High School Diploma/GED
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