Research and Correspondence Manager at PennyMac

Posted in Other 30+ days ago.

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Location: Fort Worth, Texas

Job Description:
Responsible for managing the activities of the Correspondence/Research unit within Non-Default Servicing. This position will have oversight of staff in both California and Texas which operations include inbound correspondence and written complaints, e-mail inquiries, research tasks and priority complaints which includes responsibility for the presentation of volumes and trends to the Complaint Management Subcommittee. The position will also be responsible for creating and maintaining policies and procedures related to the aforementioned business areas.

Job Description
  • Management of inbound work volumes of customer correspondence, e-mail, research tasks and priority complaints
  • Manage the workflow and assignment of work activities to various units outside the department; follow-up for completion
  • Provide leadership to staff in multiple sites
  • Recruit new staff and is responsible for all aspects of staff training
  • Review work quality as presented by the supervisory team
  • Provide feedback to business units on process breakdown and process improvement
  • Present monthly volumes and trending of complaint activity to Complaint Management Subcommittee
  • Identify performance feedback and counseling opportunities for external business units
  • Identify areas of opportunity to be more efficient in the processing of all work types
  • Identify areas of opportunity to be more efficient in communication with customers and improving response times
  • Perform regular audit checks to ensure compliance with CFPB, state and federal laws
  • Prepare reports and presentations for Senior Management which include volumes, drivers, resolution and trending
  • Motivate and recognize staff
  • 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:
  • Solid background managing a large, diverse staff in multiple sites
  • Familiarity with LAMP, LAFA and other mortgage servicing systems
  • Ability to communicate successfully with various levels including frontline staff, peer level management and senior management
  • 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, writing and sound judgment skills
  • Mortgage Servicing experience required
  • Strong business acumen and ability to interface with executive management

Years of Experience: 5

Education: Bachelor's Degree