Customer Service Representative I

  • PennyMac
  • $32,730.00 - 46,820.00 / Year *
  • 2270 Driftwood Tide Ave, Las Vegas, NV 89105
  • Full-Time

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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.)
  • 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

Associated topics: associate, call center, clerk, customer care associate, customer service, customer service associate, platform support, service agent, service specialist, tsr

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.