• Customer Service Representative I

    Requisition ID
    18-8129
    Location
    US-TX-Fort Worth
    Position Type
    Regular
    Category
    Customer Service/Support
  • 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 Responsibilities

    • 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

     

    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.)
    •  
    • 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

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.