PENNYMACPennymac (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 DayThe Assistant Vice President Customer Experience will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the AVP Customer Experience you will monitor workflows and queues to ensure service levels are met. The Assistant Vice President Customer Experience will :
Directly supervise employees in a call center environment providing support to the mortgage fulfillment division
Oversee coordination within multiple divisions and across all areas within Pennymac to ensure consistent and proper execution
Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
Communicate monthly results to Management on departmental performance objectives
Conduct quality reviews of staff daily and provide feedback
Act as the main point of escalation for all issues within the functions
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
What You’ll Bring
Bachelor’s degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience
7+ years of Mortgage experience required
Management experience in a Call Center Environment
Ability to work with call monitoring tools/software
Demonstrated success with pipeline management
Why You Should JoinAs 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$75,000 - $130,000 Work ModelOFFICE
