AVP, Customer Experience

• 32918
• Tampa, Florida
• Customer Service
• $75,000 - $130,000
• OFFICE

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Job Description

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 Assistant Vice President Customer Experience will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the AVP Customer Experience you will monitor workflows and queues to ensure service levels are met.

The Assistant Vice President Customer Experience will:

• Directly supervise employees in a call center environment providing support to the mortgage fulfillment division
• Oversee coordination within multiple divisions and across all areas within Pennymac to ensure consistent and proper execution
• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
• Communicate monthly results to Management on departmental performance objectives
• Conduct quality reviews of staff daily and provide feedback
• Act as the main point of escalation for all issues within the functions

• 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

• Bachelor’s degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience
• 7+ years of Mortgage experience required
• Management experience in a Call Center Environment
• Ability to work with call monitoring tools/software
• Demonstrated success with pipeline management

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

For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information

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

$75,000 - $130,000

Work ModelOFFICE

Pennymac is an equal opportunity employer. Pennymac values diversity and is committed to creating an inclusive environment for all employees. Pursuant to Pennymac’s Equal Employment Opportunity (EEO) policy, all qualified applicants will be considered without regard to any protected characteristic under state, federal, or local law, including, but not limited to race, color, creed, religion (including religious dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression), national origin (including language use or possession of a driver’s license issued under Vehicle Code § 12801.9), citizenship, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, sexual orientation, status as a victim of domestic violence, assault or stalking, military or veteran status, and/or political affiliation or activity.

We encourage applications from all qualified candidates and will reasonably accommodate applicants’ needs in accordance with applicable law throughout all stages of the recruitment and selection process. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to employeerelations@pennymac.com

In your email please describe specific accommodation you are requesting and the position for which you are applying. Information received relating to accommodation will be addressed confidentially.

USCIS facilitates compliance with U.S. immigration law by providing E-Verify program support, user support, training and outreach, and developing innovative technological solutions in employment eligibility verification. Review requirements by clicking on the IER Right to Work link link and the E-Verify Participation Poster link link.