Pennymac - Pasadena, CA
posted about 2 months ago
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.