AVP, Customer Experience - Mortgage Processing jobs in United States
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PENNYMAC · 2 weeks ago

AVP, Customer Experience - Mortgage Processing

positionSt Louis, MO
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$75K/yr - $130K/yr
date7+ years exp

Pennymac is a specialty financial services firm focused on the U.S. mortgage market. The Assistant Vice President Customer Experience will lead multiple teams in a call center environment, ensuring effective service delivery and employee performance in the mortgage fulfillment division.

BankingFinanceFinancial ServicesLendingMortgage
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H1B Sponsor Likelynote

Responsibilities

Directly supervise employees in a call center environment providing support to the mortgage fulfillment division
Oversee coordination within multiple divisions 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
Communicate monthly results to Management on departmental performance objectives
Conduct quality reviews of staff daily and provide feedback
Act as the main point of escalation for all issues within the functions
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values

Qualification

Mortgage experienceManagement experienceCall center supervisionCall monitoring toolsPipeline management

Required

7+ years of Mortgage experience required
Management experience in a Call Center Environment
Ability to work with call monitoring tools/software
Demonstrated success with pipeline management

Preferred

Bachelor's degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience

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

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Pennymac is a home loan lending company that offers financial services.
dateFounded in 2008
location
Westlake Village, California, USA
people-size1001-5000 employees
web-link
https://www.pennymac.com

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 Company
Total Funding
$2.33B
2025-12-11Post Ipo Debt· $75M
2025-08-07Post Ipo Debt· $650M
2024-05-20Post Ipo Debt· $850M

Leadership Team

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Amar Nadig
Senior Vice President of Enterprise Data
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Kevin Ryan
Senior Managing Director and Chief Strategy Officer
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Recent News

MarketScreener
Pennymac Financial Services Insider Sold Shares Worth $464,689, According to a Recent SEC Filing
2025-12-20
HousingWire.com
Inside Pennymac’s Texas expansion and its push for top mortgage talent
2025-12-16
HousingWire.com
Mortgage industry backs LLPA changes but is divided over priorities
2025-11-06
Company data provided by crunchbase