Customer Experience Manager
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About The Position
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 Customer Experience Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals. The Customer Experience Manager will lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division. You will manage, monitor and measure the performance of queues and processes, ensuring all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training. You will oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution. Effectively leveraging resources to monitor queue performance, you will identify patterns and trends causing issues and work towards business solutions. Additionally, you will develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality. Supporting, recommending and implementing technology initiatives will also be part of your role. Routinely reviewing staff performance of key metrics and working with staff daily to improve performance will be essential. You will also demonstrate behaviors which are aligned with the organization's desired culture and values.
