PENNYMAC · 2 months ago
Customer Experience Specialist III
Tampa, Florida
Full-time
Onsite
Mid Level
$45K/yr - $66K/yr
3+ years expPennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Customer Experience Specialist III role involves supporting consumers through the loan origination process, providing exceptional customer service, and managing a pipeline of loans in a call center environment.
BankingFinanceFinancial ServicesLendingMortgage
Responsibilities
Operate in a call center environment as a customer success advocate
Receive inbound calls and make outbound calls to consumers
Receive inbound text messages and facilitate outbound text messages to consumers
Handle the most complex products, calls, emails or text / chat sessions
Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests
Effectively manage a pipeline of up to 100 loans
Perform routine data entry and validation tasks
Review and validate loan documents
Handle routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
Interact with other Pennymac departments to resolve customer requests/issues
Meet outlined production and quality standards
Follow established Policy and Procedures
Assist the team manager in the development of newer associates
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
Qualification
Required
A minimum of 36 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
Good understanding of applicable Federal, State and Local mortgage regulations
Must be a team player with strong attention to detail and able to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record at delivering timely and accurate information in a fast-paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Effective time management skills to deliver work on time
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Preferred
Bilingual Spanish is a plus
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
Company
PENNYMAC
Pennymac is a home loan lending company that offers financial services.
1001-5000 employees
H1B Sponsorship
PENNYMAC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (48)
2024 (42)
2023 (33)
2022 (44)
2021 (65)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$2.33B2025-12-11Post Ipo Debt· $75M
2025-08-07Post Ipo Debt· $650M
2024-05-20Post Ipo Debt· $850M
Leadership Team
Amar Nadig
Senior Vice President of Enterprise Data
Kevin Ryan
Senior Managing Director and Chief Strategy Officer
Recent News
MarketScreener
2025-12-20
2025-12-16
2025-11-06
Company data provided by crunchbase