Customer Service Rep I

PENNYMAC

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

A Typical Day

Pennymac is looking for solution-focused, patient, and proactive listeners to join our Customer Service team. Taking care of our customers is at the core of every decision we make. Customer Service Representatives (CSRs) answer customer inquiries and resolve requests politely and timely. Additionally, CSRs have the opportunity and are expected to cross-sell Pennymac products to existing qualified customers. All CSRs are provided training support through dedicated coaches and a structured internal training program to ensure professional success.

The CSR role is a full-time hourly position starting at $20/hour with a performance incentive plan to potentially earn an extra $400-$500+ per month. Pay ranges provided on job boards (e.g., Indeed, LinkedIn) may not accurately reflect Pennymac's compensation for this role.

As a Customer Service Representative, you will:

• Provide exceptional support to our customers through polite and informative phone interactions in an inbound high volume call center environment

• Provide account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents

• Conduct research to resolve and respond to customer inquiries accurately

• Interact cross-departmentally to resolve customer requests, including escalations

• Perform other related duties as assigned

• Demonstrate behaviors that are aligned with the organization's desired culture and values

Training:

• Structured 8 week training is provided in office and full attendance is a condition of employment

• Direct coaching and support is provided throughout training to improve skills and build confidence and independence in the CSR role

• Training is typically conducted Mon-Fri from 7:00 am

• 4:00 pm PST

Post-Training Schedule:

CSRs will be assigned one of the below standard shifts:

• 6:00 am

• 3:00 pm PST Only

• 7:00 am

• 4:00 pm PST & CT

• 8:00 am

• 5:00 pm PST & CT

• 9:00 am

• 6:00 pm PST & CT

Overtime Requirements:

• Normally 2 half-day shifts on Saturdays each month

• An additional hour during peak call volume days (e.g., Mondays, mid-month, end of the month)

What You'll Bring

• Demonstrate patience, kindness, and understanding for customers during all interactions

• Easily navigate multiple screens, find relevant data, and communicate clearly to customers

• Computer proficiency, including Word and Excel

• Deliver timely and accurate information in a fast-paced environment

• Critically think with strong negotiation and problem solving skills, mathematical aptitude, and sound judgment

• Make decisions independently within set policy and procedures

• Mortgage and/or financial services industry experience is a plus

• Bi-lingual Spanish is a plus; additional per-call compensation may apply

Why You Should Join

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:

• Comprehensive Medical, Dental, and Vision

• Paid Time Off Programs including vacation, holidays, illness, and parental leave

• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)

• Retirement benefits, life insurance, 401k match, and tuition reimbursement

• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range

• Building skills and experience in the role

• Mid-range

• Experience and skills align with proficiency in the role

• Higher in range

• Experience and skills add value above typical requirements of the role

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.

Salary

$36,000 - $45,000

Work Model

OFFICE