Sr Specialist, Research, Escalation and Compliant Handing

Company Overview

Pennymac is (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 home ownership through the complete mortgage journey.

The Senior REACH Specialist (Research, Escalation, and Complaint Handling) serves as the primary point of contact for customers, responsible for investigating and resolving verbal disputes and complaints—either received directly or through third parties, such as attorneys. This role manages high‑risk and complex loan situations, including disaster‑related issues, short‑sale backup queues, first payment defaults, ACH failures, second lien inquiries, EBOs, and FNMA CRT cases.

Key responsibilities include conducting preliminary investigations, supporting supervisors with escalations, resolving advanced loan issues, and addressing regulatory, legal, and portfolio exceptions. The role requires strong knowledge of compliance and risk management.

A major focus is on payment‑related problem solving, offering solutions for escalated issues while also providing peer support and training. The Senior REACH Specialist is expected to promote a culture of knowledge sharing and continuous development, demonstrating exceptional communication, critical thinking, and customer service skills. This position demands a high level of integrity, efficiency, and a strong commitment to delivering an excellent customer experience.

The Senior REACH Specialist will:

• CORE LOAN SERVICING
  • Receive inbound calls through an inbound queue and/or a specialized outbound call campaign to assist customers with all inquiries and complaints and resolve in a timely manner.
    • Repayment and Forbearance Plans
    • Disaster Programs
    • Specialized campaigns to support Loss Mitigation initiatives and investor, state or company specific focuses
  • Perform routine financial updates to loan records and administer alternative programs related to foreclosure (FCL) prevention
  • Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies
  • Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes
  • Evaluate and process credit correction requests, making informed decisions and submitting necessary documentation
  • Investigate and resolve Automated Clearing House (ACH) payment failures, ensuring accurate and timely account updates
  • Manage and process all aspects of Home Equity Line of Credit (HELOC) servicing, including payments, and account maintenance
  • Follow set investor/state guidelines to assist in setting up approved repayment, forbearance plan or any foreclosure alternative programs for FEMA and/or natural disaster loans, EBO (Early Buyout) and FNMA CRT loans
• ESCALATIONS, INVESTIGATIONS, and RISK MANAGEMENT
  • Manage and resolve intricate loan servicing issues and handle advanced escalations requiring in-depth knowledge and problem‑solving skills while demonstrating a strong understanding of risk management
  • Provide process improvement opportunities discovered through the complaint resolution to mitigate risks
  • Ensure compliance with regulatory requirements and legal guidelines, and manage portfolio exceptions
  • Provide process improvement recommendations and root cause analysis
  • Conduct audit listening sessions
• CUSTOMER COMMUNICATION and OUTREACH
  • Execute and manage mass outbound campaigns to customers regarding loan‑related matters such as securing monthly installments and advise of retention options including HUD (Housing and Urban Development) programs
  • Assist In Cross Department Overflow Call Volume:
    • Provide support to customer service by handling overflow call volume and addressing customer inquiries
    • Provide support to Modification Single Point of Contact (SPOC) by handling overflow call volume related to loan modifications
    • Sup…