Customer Service Representative I
At a glance
Location: US-TX-Fort Worth Map
Posted: 06/26/2020
Closing: 07/25/2020
Degree: High School
Type: Full-Time
Experience: Not Specified
Job description

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.  

Job Description
  • 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
Ideal Candidate will have the following:
  • 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
Years of Experience: 0 Education: High School Diploma/GED
Customer Service Representative I