Digital Response Manager - 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 Digital Response Specialist Manager will supervise and monitor Digital Response Specialists activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Digital Response Specialist Manager, you will lead a team of email specialists responsible for handling customer inquiries, resolving issues, and providing timely and accurate information via email.

The Digital Response SpecialistManager will:

• Manage day-to-day operations of the Digital Response team, ensuring efficient and effective handling of customer inquiries
• Set performance goals and monitor team metrics to ensure high levels of productivity and customer satisfaction
• Develop and implement strategies to improve email response times, quality, and overall customer experience
• Provide coaching and feedback to team members, identifying areas for improvement and facilitating professional development
• Collaborate with other departments to resolve customer issues and escalate complex cases as needed
• Stay up-to-date on industry best practices and emerging trends in customer service and email communication
• 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:

• Mortgage and/or financial services experience is a plus
• Bilingual Spanish is a plus
• Proven experience in managing customer service or email support teams
• Strong leadership and communication skills
• Excellent problem-solving and decision-making abilities
• In-depth knowledge of customer service principles and practices
• Capable communicator, written and oral
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

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:$65,000 - $100,000Work Model:OFFICE