Queue Administrator I - Pennymac

PENNYMAC:

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. 

 

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

A Typical Day:

The Queue Administrator is responsible for effectively completing duties and tasks in support of the call center to maximize performance, while adhering to company and investor requirements. As the Administrator, your responsibilities will include, but are not limited to, monitoring and support of call center agents, telephony and workforce staffing administrative duties, etc.

 

The Queue Administrator will:

 

• Track performance of system checks to proactively identify outages
• Monitor and support of Supervisor Canvas to ensure call center adherence goals are met
• Provide call center support including troubleshooting and escalation of agent and/or system issues
• Analysis of call types and dispositions to determine call trending
• Maintain and distribute reporting including Agent/Queue stats, inbound volumes, projections, intervals, dispositions, etc.
• Perform telephony and WorkForce Management administrator duties, including assigning of skills, auditing of skills, agent roles and responsibilities, password resets, etc.
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

What You’ll Bring:

• High School Diploma / GED
• 1+ years of relevant work experience
• Knowledge of Excel and PowerPoint
• Financial Services and, if possible, mortgage industry experience preferred

Why You Should Join:

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. 

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. 

 

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: 

• 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

 

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

 

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. 

 

Salary:$39,000 - $55,000Work Model:OFFICE