AVP, Customer Experience

$75,000 - $130,000/Yr

Pennymac - Phoenix, AZ

Full-time - Senior

Phoenix, AZ

1,001-5,000 employees

Real Estate

About the position

The Assistant Vice President of Customer Experience at Pennymac is responsible for leading multiple teams within a call center environment, ensuring that customer service activities are executed effectively and efficiently. This role focuses on maximizing employee production and quality while providing timely and friendly service to customers. The AVP will monitor workflows, oversee coordination across divisions, and act as the main point of escalation for issues, all while aligning with the company's core values of accountability, reliability, and ethics.

Responsibilities

• 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.

Requirements

• Bachelor's degree in Business 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.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Parental leave
• Vision insurance
• 401(k) matching
• Life insurance