Onsite Mortgage Customer Service Representative

Description

Candidate will work on the Customer Service "Customer Experience Specialist" and will serve as the main point of contact for borrower throughout lending process:

Role is 100% in office.

• Handle roughly 80 loans in the pipeline at any given time
• Candidate will also field any "rollover" calls that are in others' queues, if the primary contact at Pennymac is unable to grab the call
• Take any inbound calls from current borrowers to discuss loan status or answer any questions they have. Calls will get routed to assigned associate, and then cascaded to someone with same skill level if POC unavailable.
• Make time set outbound calls to customers to update then on current status of the loan or give them future expectations of what they might need to gather to keep loan moving. Those calls are roughly every 7 days.
• Make systematic outbound calls to update a status change in the loan and let borrower know the next step their file is moving too.
• After every call there will be an email sent to the borrower to verify and confirm conversation and any potential next steps
• Document call in client contact system for internal reference purposes
• Schedule closing times with borrower and can send out closing disclosures

The Customer Experience Specialist I, is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives.

Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

• Operate in a Call Center environment as a customer success advocate
• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers
• Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests.
• Effectively manage a pipeline of up to 75 loans
• Perform routine data entry and validation tasks
• Handle routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
• Monitor work queues and intervene as needed
• Interact with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.
• Request assistance for escalated and/or more complex issues to department associates or supervisors.
• Meet outlined production and quality standards.
• Follow established Policy and Procedures
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

This is a Contract to Hire position based out of Tampa, FL.

The pay range for this position is $23.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Tampa, FL.

This position is anticipated to close on Jan 15, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.