Job Information
PennyMac Customer Correspondence Ambassador in Las Vegas, Nevada
Overview
Responsibilities may include researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.
Job Description
Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements. With a focus on customer experience, reputational and regulatory risk
Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries
Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames
Ensure all Federal and State requirements are adhered to: including CFPB/RESPA
Write response letters to customers in a professional and courteous manner, including providing copies of requested documents
Performs consistency checks to identify data, supporting documentation needed from customers and third parties
Meet productivity and quality standards
Identify process breakdowns and provide process improvement suggestions
Performs other related duties as required and assigned
Photocopy, type, file, send faxes, and other clerical duties as assigned
Demonstrates behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
Strong customer service background
Thorough knowledge of RESPA as it pertains to qualified written requests
Ability to handle multiple tasks and deadlines with attention to detail
Proficient in Excel and general strong computer skills
Excellentcommunication skills with the ability to interact with most levels of employees and management. Speaks and writes clearly and correctly
Competent at working in partnership with team members to deliver expected results
Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
Resolves problems in a timely manner; able to gather information and identify problems
Years of Experience:
1
Education:
High School Diploma/GED
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Requisition ID 20-18622
Location US-NV-Las Vegas
Position Type Regular
Category Customer Service/Support
Education High School Diploma/GED
Years of Experience 1