Mortgage Customer Experience Manager

$65,000 - $100,000/Yr

Pennymac - Tampa, FL

Full-time - Manager

Tampa, FL

1,001-5,000 employees

Real Estate

About the position

The Mortgage Customer Experience Manager at Pennymac is responsible for overseeing and enhancing customer service activities within the Mortgage Fulfillment Division. This role focuses on leading a team of Customer Experience Specialists to ensure high-quality service delivery while maximizing employee productivity. The manager will implement innovative processes, monitor performance metrics, and support technology initiatives to improve overall customer experience and operational efficiency.

Responsibilities

• Supervise and monitor Customer Service activities to ensure timely and effective service to customers.
• Lead a team of Customer Experience Specialists focused on providing best-in-class consumer experience.
• Manage, monitor, and measure the performance of queues and processes.
• Ensure all staff adhere to schedules including shifts, specialty skills, vacations, meetings, and training.
• Oversee coordination within the division and across all areas within Pennymac for consistent execution.
• Identify patterns and trends causing issues and work towards business solutions.
• Develop innovative processes to improve overall cycle times and quality.
• Support and implement technology initiatives.
• Review staff performance of key metrics and work with staff daily to improve performance.

Requirements

• Management experience in a Call Center Environment with strong customer service skills.
• Ability to work with call monitoring tools/software.
• Demonstrated success with pipeline management.
• Financial Services and mortgage industry experience required.
• Strong understanding of applicable Federal, State and Local mortgage regulations.
• Advanced knowledge of Microsoft Office (Excel, Access, Word, and PowerPoint).

Benefits

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