Call Center Technology 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 homeownership through the complete mortgage journey.

A Typical Day

The Command Center Technology Manager will support telephony, CRM, and monitoring functions within Mortgage Fulfillment. This includes collaborating on solutions, marketing campaigns, interactive voice response (IVR) scripts, dialer management, eliciting and defining new business requirements, implementing solutions.

The Command Center Technology Manager will:

• Manage and monitor website content, updates and internal agent performance
• Execute requirements and project management to continuously evolve MFDs Telephony, CRM, reporting and related business systems
• Ensure internal and external support systems and corresponding teams are operational and in service during business hours
• Maintain strong background in mortgage lending, telephony implementation, data and reporting management that drives decision-making
• Contribute to annual and strategic planning process as they relate to client websites and related applications
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

What You’ll Bring

• 3 years of experience with industry specific software
• Exerience with Automated Call Distribution Systems (ACD)
• Experience with Workforce Management Systems 
• Experience with Call Analytics 
• Proficiency in MS Office (Excel, Word, PowerPoint, Visio)
• Excellent critical thinking, problem solving, mathematical skills and sound judgment 
• Excellent written and verbal communication skills

Why You Should Join

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. 

Benefits That Bring It Home: 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, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. 

Salary

Work Model

Salary : $75,000 - $130,000