Client Operations Specialist II

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 Client Operations Specialist is responsible for clients in assigned regions to perform daily loan reviews and ensure accuracy of loan findings. As the Client Specialist, you will assist with internal teams to resolve issues in order to keep the loan pipeline moving and create a consistently outstanding client experience.

The Client Operations Specialist will:

• Work with clients to address and resolve issues related to “trapped” loans delivered with incomplete documentation
• Respond timely to client inquiries from assigned accounts, escalating issues to partner groups as appropriate
• Conduct daily review of pended loans to identify inaccuracies in our review and escalate to internal teams for remediation and loan level actions
• Contact clients with pipeline reporting or other actionable material on active loans including, but not limited to, expiring locks, revised stipulations, and recent approvals when applicable
• Provide general support to Client/Account Executives/Pipeline Account Managers on loan status, condition clarification, general product questions, phone/messaging Queue overflow and portal navigation assistance
• 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

• Associate’s degree or equivalent work experience
• 3 years of relevant work experience
• Demonstrated knowledge and intellectual curiosity in a variety of industry concepts, practices & procedures
• Functional understanding of Federal, state and local lending regulations
• Basic software proficiency including Microsoft Office Suite
• Financial Services and mortgage industry experience preferred

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