PENNYMAC · 5 hours ago
Customer Experience Specialist II
St Louis, MO
Full-time
Onsite
Entry Level
$40K/yr - $60K/yr
2+ years expPennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Customer Experience Specialist II role involves guiding consumers through the loan origination process and providing exceptional customer service in a call center environment.
BankingFinanceFinancial ServicesLendingMortgage
Responsibilities
Operate in a call center environment as a customer success advocate
Receive inbound calls and make outbound calls to consumers
Receive inbound text messages and facilitate outbound text messages to consumers
Handle more complex products, calls, emails or text / chat sessions
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 100 loans
Performing routine data entry and validation tasks
Reviewing and validating loan documents
Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
Monitoring work queues and intervening as needed
Interact 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
Interact with direct supervisor and other Pennymac departments to resolve customer requests/issues
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
Qualification
Required
A minimum of 24 months of mortgage processing experience preferably with direct customer contact in a call center environment is required
Must be a team player with strong attention to detail and able to work independently
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Proven track record at delivering timely and accurate information in a fast-paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Effective time management skills to deliver work on time
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Preferred
Bilingual Spanish is a plus
Benefits
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
Company
PENNYMAC
Pennymac is a home loan lending company that offers financial services.
1001-5000 employees
H1B Sponsorship
PENNYMAC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (43)
2023 (33)
2022 (44)
2021 (65)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$2.33B2025-12-11Post Ipo Debt· $75M
2025-08-07Post Ipo Debt· $650M
2024-05-20Post Ipo Debt· $850M
Leadership Team
Stanford L. Kurland
Founder, Chairman, and Chief Executive Officer
Amar Nadig
Senior Vice President of Enterprise Data
Recent News
MarketScreener
2025-12-20
2025-12-16
2025-11-06
Company data provided by crunchbase