Customer Service Representative Job Vacancy in Pennymac Summerlin, NV – Latest Jobs in Summerlin, NV
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Company Name : Pennymac
Location : Summerlin, NV
Position : Customer Service Representative
Job Description : Overview:
Customer Service Representatives are the liaison between our company and our customers. Responsible for effectively answering incoming calls from customers, providing a resolution to their inquiries/requests in a timely manner, and maintaining and keeping customer satisfaction at the core of every decision and behavior. Responsible for maintaining customer retention through cross-selling Pennymac products and ensure all loan servicing requirements are met as specified by internal policies and procedures.
Job Description:
Answer high-volume, inbound calls from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests. Effectively address, in a timely manner, while meeting all internal policies and procedures.
Provide general account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs and loan documents.
Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries. Process customer payments via phone.
Must cross-sell Pennymac loan products to existing customers and provide rebuttal options as applicable in order to meet required sales goals.
Must meet outlined production and quality standards.
Interact with other Pennymac servicing departments to resolve customer requests/issues.
Must request assistance for escalated and/or more complex issues to department senior associates or supervisors.
Perform other related duties as assigned.
Demonstrate behaviors which are aligned with the organization’s desired culture and values.
Ideal Candidate will have the following::
Bilingual Spanish is a plus
Personal computer knowledge, including proficiency in Word and Excel
Detail oriented with good organizational and follow-through skills
Strong negotiation skills with ability to effectively resolve problems
Must be a team player and able to work independently
Ability to deliver timely and accurate information in a fast-paced environment
Critical thinker with problem solving skills, mathematical skills and sound judgment
Ability to make decisions independently within set policy and procedures
Mortgage and/or financial services industry experience is a plus
Years of Experience: : 0 Education:: High School Diploma/GED
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