Pennymac TPO - Phoenix, AZ
posted about 2 months ago
The Assistant Vice President (AVP) of Mortgage Customer Experience at Pennymac is a pivotal role that focuses on leading multiple teams within the customer service department. This position is responsible for ensuring that the staff provides timely, friendly, and effective service to customers while maximizing employee production and maintaining high-quality standards. The AVP will monitor workflows and queues to ensure that service levels are consistently met, thereby enhancing the overall customer experience in the mortgage fulfillment division. In this role, the AVP will directly supervise employees in a call center environment, overseeing the coordination of activities across various divisions within Pennymac. This includes ensuring consistent execution of processes and leveraging resources effectively to monitor queue performance. The AVP will identify patterns and trends that may cause service issues and work towards developing business solutions to address these challenges. Regular communication with management regarding departmental performance objectives is also a key responsibility, along with conducting daily quality reviews of staff performance and providing constructive feedback. The AVP will act as the main point of escalation for any issues that arise within the customer service functions, ensuring that all concerns are addressed promptly and effectively. This role requires a strong alignment with the organization's culture and values, demonstrating behaviors that reflect accountability, reliability, and ethical practices in all interactions.