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Priority Complaint Specialist at PennyMac

Posted in Other 30+ days ago.

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Location: Moorpark, California

Job Description:
  • Resolves disputes and high profile complaints received from customers, Regulatory Agencies and Attorneys on behalf of Executive and Senior Level Management

Job Description
  • Researches and resolves written and verbal disputes and complaints on behalf of Executive and Senior Level Management in accordance with established policies and regulatory requirements.
  • Ensures all inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to customers.
  • Will oversee the foreclosure alternative process is completed based on regulatory guidelines for related complaints.
  • Investigates and resolves a variety of issues, including problems related to escrow, taxes, insurance, contested late charges and
  • late payments, credit disputes, fees and charges associated with collection efforts or property preservation, loss mitigation, account balance and payment verification, and Adjustable Rate Mortgage ("ARM") information.
  • Writes response letters in a professional manner containing accurate information, including copies of requested documents.
  • Maintains electronic log and records pertinent information and action taken in response to borrower's dispute or inquiry in the loan record maintained in loan servicing system.
  • Ensures each complaint is handled within regulatory timeframe including updating the CFPB and BBB portals and any other channel complaints are received.
  • Conducts a detailed quality review of each complaint. Studies and recommends procedural updates to improve efficiency of respective department related to the complaint.
  • Reviews each inquiry and or complaint for quality control and corrective action
  • 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:
  • Strong internal and external customer service skills, including professional telephone manner.
  • Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, thorough knowledge of the RESPA as it pertains to qualified written requests.
  • Knowledge of personal computers using Microsoft Word, Excel, Access and Outlook. Must be a team player with strong attention to detail and able to work independently
  • Must be highly proficient in Excel and Word
  • Must be a team player with strong attention to detail and able to work independently
  • Proven track record at delivering timely and accurate information in a fast-paced environment
  • Excellent critical thinking, problem solving, mathematical skills and sound judgment
  • Financial Services and, if possible, mortgage industry experience preferred
  • Strong business acumen and ability to interface with executive management

Years of Experience: 3

Education: Associate's Degree