PENNYMAC · 1 month ago
Customer Experience / Mortgage Call Center Manager
St. Louis, MO
Full-time
Onsite
Mid, Senior Level
$65K/yr - $100K/yrPennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Customer Experience / Mortgage Call Center Manager will supervise customer service activities, ensuring timely and effective service while maximizing employee production and quality.
BankingFinanceFinancial ServicesLendingMortgage
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
Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT)
Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey
Translate complex data insights into clear, actionable recommendations for cross-functional teams
Collaborate closely with other functions to ensure customer pain points are prioritized
Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience
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
Qualification
Required
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
Company
PENNYMAC
Pennymac is a home loan lending company that offers financial services.
Founded in 2008
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