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 supervising and enhancing customer service activities within the Mortgage Fulfillment Division. This role focuses on leading a team of Customer Experience Specialists to ensure timely, friendly, and effective service to customers while maximizing employee productivity and quality. The manager will oversee performance metrics, develop innovative processes, and support technology initiatives to improve overall customer experience and operational efficiency.

Responsibilities

• Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
• Manage, monitor and measure the performance of queues and processes
• Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
• Oversee coordination within the division 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
• Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
• Support, recommend and implement technology initiatives
• Routinely review staff performance of key metrics and work with staff daily to improve performance
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Requirements

• Management experience in a Call Center Environment with proven 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
• Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)

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