Bilingual Customer Service Rep I - (Spanish/English)

$36,000 - $45,000/Yr

Pennymac - Plano, TX

Full-time - Entry Level

Plano, TX

1,001-5,000 employees

Real Estate

About the position

The Bilingual Customer Service Representative I at Pennymac is responsible for providing exceptional support to customers in a high-volume call center environment. This role involves answering inquiries, resolving requests, and cross-selling Pennymac products to qualified customers. The position requires strong communication skills in both Spanish and English, along with a commitment to customer satisfaction and adherence to company values.

Responsibilities

• Provide exceptional support to customers through polite and informative phone interactions in an inbound high volume call center environment
• Provide account information to customers including inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents
• Conduct research to resolve and respond to customer inquiries accurately
• Interact cross-departmentally to resolve customer requests, including escalations
• Perform other related duties as assigned
• Demonstrate behaviors that are aligned with the organization's desired culture and values

Requirements

• Bilingual in Spanish and English
• Demonstrate patience, kindness, and understanding for customers during all interactions
• Easily navigate multiple screens, find relevant data, and communicate clearly to customers
• Computer proficiency, including Word and Excel
• Deliver timely and accurate information in a fast-paced environment
• Strong negotiation and problem-solving skills, mathematical aptitude, and sound judgment
• Ability to make decisions independently within set policy and procedures
• Mortgage and/or financial services industry experience is a plus

Nice-to-haves

• Experience in the mortgage and/or financial services industry

Benefits

• 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