Customer Experience Specialist II

Customer Experience Specialist II at PENNYMAC

Pennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Customer Experience Specialist II operates in a call center environment and acts as the primary consumer contact throughout the loan origination process.

• Operate as a customer success advocate in a call center environment.
• Receive inbound calls and outbound calls to consumers.
• Receive inbound text messages and facilitate outbound text messages to consumers.
• Handle complex products, calls, emails, or text/chat sessions.
• Answer high‑volume inbound calls or texts from current customers in a timely manner and provide exceptional customer service to all mortgage loan inquiries/requests.
• Effectively manage a pipeline of up to 100 loans.
• Perform routine data entry and validation tasks.
• Review and validate loan documents.
• Handle routine calls, emails, and/or chat responses with Pennymac employees, consumers, and authorized third parties.
• Monitor work queues and intervene as needed.
• Interact with multiple departments to expedite processing and/or issue resolution.
• Conduct preliminary or basic research to accurately resolve and respond to customer inquiries.
• Collaborate with the direct supervisor and other Pennymac departments to resolve customer requests/issues.
• Escalate complex issues to senior associates or supervisors.
• Meet outlined production and quality standards.
• Follow established policy and procedures.
• Perform other related duties as required and assigned.
• Demonstrate behaviors aligned with the organization’s culture and values.

• Minimum 24 months of mortgage processing experience with direct customer contact in a call center environment.
• Bilingual Spanish is a plus.
• Team player with strong attention to detail and independent work capability.
• Capable communicator, written and oral.
• Strong negotiation skills and effective problem resolution.
• Proven track record of delivering timely and accurate information in a fast‑paced environment.
• Excellent critical thinking, problem‑solving, mathematical skills, and sound judgment.
• Effective time‑management skills and ability to deliver work on time.
• Proficient with computers and mainstream applications (Microsoft, Google, etc.).

Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. The organization fosters an equitable and inclusive environment and is committed to long‑term sustainable growth.

• Comprehensive medical, dental, and vision coverage.
• Paid time off programs including vacation, holidays, illness, and parental leave.
• Wellness programs, employee recognition, onsite gyms, and cafe‑style dining (select locations).
• Retirement benefits, life insurance, 401(k) match, and tuition reimbursement.
• Philanthropy programs including matching gifts, volunteer grants, charitable grants, and corporate sponsor ships.

$40,000 – $60,000

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