Broker Operations Manager II

Pennymac Westlake Village , CA 91361

Posted 2 months ago


Partners with internal Sales teams to build strong, lasting client relationships within assigned region. Primary responsibilities include ensuring consistent delivery of a best-in-class client experience through daily energetic and creative engagement with fulfillment functions to meet all SLAs. Serves as the central point of contact for clients on PNMAC products, programs, and services as well as all fulfillment issues, status questions, and loan level problem solving. Provides feedback to both internal and external customers on loan quality and operational efficiencies. Conducts quarterly book reviews with senior management.

Job Description

  • Conduct daily review of active pipeline and identifies appropriate client follow-up actions

  • Interact with external clients providing reporting highlighting items requiring action, working with clients to solve open loan level items and documenting system of record with actions taken

  • Conduct client outreach to solicit feedback, provide trending and position the PennyMac value proposition

  • Manage high volume, high net worth, complex client accounts

  • Review pipeline of all loans within assigned client segment for invalid stipulations or identification of alternative solutions

  • Identify and resolve client issues/friction and escalate to management as appropriate

  • Work with internal Account Executives to deepen client relationships and drive repeat business

  • Interact with multiple departments to expedite processing and/or issue resolution

  • Manage inquiries to other Client Support functions to ensure consistency and accuracy

  • Maintains communication channels with internal and external partners

  • Serve as a primary contact regarding customer needs on PNMAC products, programs, and services

  • Lead onboarding and training for new clients

  • Serve as leader and mentor for less experienced teammates within client management

  • Manage individual SLAs and turn times on all loans in the assigned pipeline

  • Conduct quarterly book reviews and loan level file review to senior leaders and senior management

  • Use all resources to resolve loan issues escalated by the client, sales or management

  • Complete special assignments necessary to support business strategy

  • 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:

  • Bachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience

  • Minimum of 5 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices

  • Functional understanding of applicable Federal, state and local lending regulations

  • Demonstrates expertise in a variety of Industry concepts, practices & procedures.

  • Demonstrate ability to plan and execute stated goals

  • Basic software proficiency including Microsoft Office Suite.

  • Communication

  • Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent group presentation skills
  • Interpersonal Effectiveness
  • Maintains a positive attitude and provides exemplary internal and external customer service and teamwork
  • Judgment
  • With the right information, is decisive and exhibits sound judgment
  • Planning/Organizing
  • Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Problem Solving
  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Quality Management
  • Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
  • Task Management/Execution
  • Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines
  • Innovation
  • Willing to think analytically and creatively in solving day to day challenges of the job
  • 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

Years of Experience:



Bachelor's Degree

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Broker Operations Manager II