Rep, Customer Service Sales at PennyMac

Posted in Other 30+ days ago.

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Location: Moorpark, California

Job Description:
Responsible for handling inbound customer inquiries/requests and for the timely completion of a variety of loan servicing functions, working to ensure customer satisfaction and meet all investor and regulatory agency loan servicing requirements. Responsibilities include cross-selling PennyMac products at every opportunity in order to consistently meet established sales goals.

Job Description
  • Receive/service inbound calls from current customers, ensuring customer satisfaction and meeting all investor and regulatory agency loan servicing requirements
  • Cross sell PennyMac loan products to existing customers on all opportunities and provide appropriate rebuttal options as applicable
  • Provide general account information to customers including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs and loan documents
  • Conduct preliminary or basic research in order to respond to routine inquiries
  • Process customer payments via phone
  • Meet advanced level of outlined production and quality standards, particularly as related to sales
  • Interact with other PennyMac servicing departments to solution customer requests and resolve issues
  • Request assistance for and/or escalate more complex issues to department senior associates or supervisors
  • 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: Skills & Abilities: (Include any required computer skills, regulatory knowledge, certifications, licenses, languages, etc.)

  • A minimum one year proven sales experience required
  • Strong presentation and sales skills with the ability to apply them via telephone
  • Personal computer knowledge, including proficiency in Word and Excel
  • Detail oriented with good organizational and follow-through skills
  • Strong negotiation skills with ability to effectively resolve problems and conflict and resolve problems effectively
  • Must be a team player with strong attention to detail and able to work independently
  • Ability to deliver timely and accurate information in a fast-paced environment
  • Critical thinker with problem solving skills, mathematical skills and sound judgment
  • Ability to make decisions independently within set policy and procedures
  • Mortgage and/or financial services industry experience preferred

Years of Experience: 1

Education: High School Diploma/GED