Customer Experience Manager

PENNYMAC

Pennymac (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 Customer Experience / Mortgage Call Center Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals.

The Customer Experience / Mortgage Call Center Manager will:

• Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
• Manage, monitor and measure the performance of queues and processes
• Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
• Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution
• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
• Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
• Support, recommend and implement technology initiatives
• Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT)
• Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey
• Translate complex data insights into clear, actionable recommendations for cross-functional teams
• Collaborate closely with other functions to ensure customer pain points are prioritized
• Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience
• Routinely review staff performance of key metrics and work with staff daily to improve performance
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Management experience in a Call Center Environment with proven strong customer service skills
• Ability to work with call monitoring tools/software
• Demonstrated success with pipeline management
• Financial Services and mortgage industry experience required
• Strong understanding of applicable Federal, State and Local mortgage regulations
• Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long‑term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Whether you're looking for flexible benefits for today, setting up short‑term goals for tomorrow, or planning for long‑term success and retirement, Pennymac's benefits have you covered. Some key benefits include:

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts,…