PENNYMAC
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.
JOB OVERVIEW
Provide advanced customer facing support to Third Party Originators (TPO) for Pennymac Market Sales Managers and Account Executives during the loan creation, upload and disclosure process. Provide guidance, direction, and training for TPOs as needed. Responsibilities also include assisting with account management, interfacing with internal Pennymac teams, training and mentoring the CSS team, and providing comprehensive sales support.
RESPONSIBILITIES

• Provide support to TPOs during the loan creation, upload and disclosure process, as well as answer comprehensive Pennymac "how to" questions in POWER
• Engage with Command Center to ensure a positive customer experience, and provide off-hours support for the Command Center
• Assist TPOs with credential setup for new loan officers, processors, contract processors, etc.
• Answer complex POWER functionality questions/own higher level troubleshooting
• Troubleshoot upload failures before engaging Command Center
• Answer Pennymac \"how to\" questions related to loan creation
• Direct traffic to appropriate support teams at Pennymac upon TPO inquiry, i.e., disclosure desk, pricing desk
• Pre-submission pipeline clean-up and monitoring / ensure TPOs cancel inactive loans
• Chase down title fee sheets as needed (if TPO wants to use own fees)
• Analyze survey feedback from TPOs and distribute appropriately
• Provide comprehensive sales support function, i.e., send out a rate sheet, send product profile, compliance, LE knowledge, etc.
• Mentor and assist in training CSS team
• Assist TPOs with AUS, run issues both in and outside of Portal
• Responsible for any project or task as assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

QUALIFICATIONS
Skills & Abilities: (Include any required computer skills, regulatory knowledge, certifications, licenses, languages, etc.)

• Proficiency in MS Office (Excel, Word, PowerPoint)
• Wholesale mortgage lending experience, developing supporting and maintain mortgage TPOs, banks and/or credit unions
• Demonstrate competency in meeting customer service standards
• Ability to work in a dynamic environment
• Must be a team player with strong attention to detail and able to work independently
• Ability to organize and prioritize work
• Excellent written and verbal communication skills to handle high volume of inbound support calls
• Ability to make decisions within set policy and procedures
• Detail-oriented with good organizational and follow-through skills
• Work experience providing user support services
• Highly effective customer service
• Ability to comprehend, research, and summarize information to respond to user questions

WAGE & BENEFITS
The Job Pay Range for this role considers the wide range of factors in making compensation decisions, including but not limited to skill set; experience and training; licensure and certification; geographic location; and other business and organizational needs. Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
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.

• Medical, Dental, and Vision - Pennymac works hard to keep premiums affordable to keep costs low for our employees.
• Whether it's vacation, holidays, illness, or growing your family, Pennymac provides time off programs for when life happens.
• We know your health is important. Pennymac offers wellness programs and has in-house gyms in many of our locations.
• Our dedicated internal Career Desk promotes growth within the organization, and our Tuition Reimbursement Program helps you to achieve your goals.
• We support your long-term financial wellness with a competitive 401k match and retirement benefits.

To learn more about the benefits that bring it home: Visit us at https://www.pennymac.com/careers/why-pennymac#benefits.
Salary
$67,000 - $87,500