Mortgage Customer Service Representative

Customer Experience Specialist I

The Customer Experience Specialist I, is an entry-level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Operate in a Call Center environment as a customer success advocate

Receive inbound calls and make outbound calls to consumers

Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers

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 75 loans currently 60 loans per week (12 loans per day)

This individual will be the main POC for the customer from loan origination to loan closing, so they could be handling multiple calls a day for the same loan 30 calls per day currently

Performing routine data entry and validation tasks

Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties

Monitoring work queues and intervening as needed

Interacting 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.

Must request assistance for escalated and/or more complex issues to department senior associates or supervisors.

Meet outlined production and quality standards.

Follow established Policy and Procedures

Performing other related duties as required and assigned

Demonstrating behaviors which are aligned with the organization's desired culture and values

Skills

Mortgage, customer service

Additional Skills & Qualifications

An ideal candidate would be one looking to build a career with a key player in the mortgage industry and would have the exhibit the below qualifications:

Minimum or 1 year of experience in the mortgage industry

Must be a team player with strong attention to detail and able to work independently

Strong phone presence / Customer Service presence

Excellent critical thinking, problem solving, mathematical skills and sound judgment

Effective time management skills to deliver work on time

Capable communicator, written and oral

Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

Pay and Benefits

The pay range for this position is $23.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Saint Louis, MO.

Application Deadline

This position is anticipated to close on Oct 17, 2025.