What are the responsibilities and job description for the Customer Service Rep- Fort Worth TX position at PennyMac?
Overview
Responsible for handling customer inquiries/requests and for the timely completion of a variety of routine functions, while working to ensure customer satisfaction and retention through cross-selling PennyMac products. Ensures that all loan servicing requirements are met as specified by the investor and regulatory agencies.
Responsibilities
Responsible for handling customer inquiries/requests and for the timely completion of a variety of routine functions, while working to ensure customer satisfaction and retention through cross-selling PennyMac products. Ensures that all loan servicing requirements are met as specified by the investor and regulatory agencies.
Responsibilities
- Receive/service inbound calls from current customers
- Provide general account information to customers including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs and loan documents
- Conduct preliminary or basic research in order to respond to routine inquiries
- Process customer payments via phone
- Cross sell PennyMac loan products to existing customers
- Meet outlined production and quality standards
- Interact with other PennyMac servicing departments to solution customer requests and resolve issues
- Request assistance for and/or escalate more complex issues to department senior associates or supervisors
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Qualifications:
- Personal computer knowledge, including proficiency in Word and Excel
- Detail oriented with good organizational and follow-through skills
- Strong negotiation skills with ability to effectively resolve problems and conflict and resolve problems effectively
- Must be a team player with strong attention to detail and able to work independently
- Ability to deliver timely and accurate information in a fast-paced environment
- Critical thinker with problem solving skills, mathematical skills and sound judgment
- Ability to make decisions independently within set policy and procedures
- Mortgage and/or financial services industry experience preferred
Salary : $0
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