Mortgage Customer Service Representative

Description:

Candidate will work on the Customer Service “My MAC” (Mortgage Access Center) team and will serve as the main point of contact for borrower throughout lending process:

Role is 100% in office.

– Handle roughly 80 loans in the pipeline at any given time

– Candidate will also field any “rollover” calls that are in others queues, if the primary contact at Pennymac is unable to grab the call

– Take any inbound calls from current borrowers to discuss loan status or answer any questions they have. Calls will get routed to assigned associate, and then cascaded to someone with same skill level if POC unavailable.

– Make time set outbound calls to customers to update then on current status of the loan or give them future expectations of what they might need to gather to keep loan moving. Those calls are roughly every 7 days.

– Make systematic outbound calls to update a status change in the loan and let borrower know the next step their file is moving too.

– After every call there will be an email sent to the borrower to verify and confirm conversation and any potential next steps

– Document call in client contact system for internal reference purposes

– Schedule closing times with borrower and can send out closing disclosures

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).

Responsibilities:

• 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

• 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

• 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.

• Must request assistance for escalated and/or more complex issues to department 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

Additional Skills & Qualifications:

Qualifications:

• Mortgage and/or financial services call center experience is a plus

• Bilingual Spanish is a plus

• General understanding of applicable Federal, State and Local mortgage regulations a plus

• Must be a team player with strong attention to detail and able to work independently

• 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

• Capable communicator, written and oral

• Strong negotiation skills with ability to effectively resolve problems

• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

Experience Level:

Entry Level

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.