AVP, Customer Experience - Mortgage Processing

Assistant Vice President Customer Experience

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.

The 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 :

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 :

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

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 Model OFFICE