PENNYMAC · 15 hours ago
Sr Specialist, Research, Escalation and Compliant Handing
Moorpark, CA
Full-time
Onsite
Mid, Senior Level
$50K/yr - $75K/yr
5+ years expPennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Senior REACH Specialist is responsible for investigating and resolving customer disputes and complaints, managing high-risk loan situations, and ensuring compliance with regulatory requirements.
BankingFinanceFinancial ServicesLendingMortgage
Responsibilities
Receive inbound calls through an inbound queue and/or a specialized outbound call campaign to assist customers with all inquiries and complaints and resolve in a timely manner
Perform routine financial updates to loan records and administer alternative programs related to foreclosure (FCL) prevention
Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies
Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes
Evaluate and process credit correction requests, making informed decisions and submitting necessary documentation
Investigate and resolve Automated Clearing House (ACH) payment failures, ensuring accurate and timely account updates
Manage and process all aspects of Home Equity Line of Credit (HELOC) servicing, including payments, and account maintenance
Follow set investor/state guidelines to assist in setting up approved repayment, forbearance plan or any foreclosure alternative programs for FEMA and/or natural disaster loans, EBO (Early Buyout) an FNMA CRT (Federal National Mortgage Association Credit Risk Transfer) loans
Manage and resolve intricate loan servicing issues and handle advanced escalations requiring in-depth knowledge and problem-solving skills while demonstrating a strong understanding of risk management
Provide process improvement opportunities discovered through the complaint resolution to mitigate risks
Ensure compliance with regulatory requirements and legal guidelines, and manage portfolio exceptions
Provide process improvement recommendations and root cause analysis
Conduct audit listening sessions
Execute and manage mass outbound campaigns to customers regarding loan-related matters such as securing monthly installments and advise of retention options including HUD (Housing and Urban Development) programs
Assist In Cross Department Overflow Call Volume: Provide support to customer service by handling overflow call volume and addressing customer inquiries; Provide support to Modification Single Point of Contact (SPOC) by handling overflow call volume related to loan modifications; Support short-sale processing by managing backup queues and ensuring timely completion of tasks
Collaborate with other departments to resolve complex issues and ensure efficient workflow
Organize and lead departmental huddles and team meetings to facilitate communication and knowledge sharing
Provide timely and accurate responses to inquiries in management chat platforms
Qualification
Required
5+ years in a highly specialized area
Deep understanding of all facets of default loan servicing principles and practices
Expertise in managing complex default scenarios
Proven ability to navigate intricate loan servicing processes
Extensive knowledge of relevant regulations and legal requirements
Thorough knowledge of bankruptcy, foreclosure, and short sale procedures
Experience in managing bankruptcy, foreclosure, and short sale processes from initiation to completion
Ability to mitigate risk associated with bankruptcy, foreclosure, and short sale processes
Comprehensive understanding of investor-specific programs
Ability to identify root causes of complex issues
Skill in defining problems and developing effective solutions
Capacity to analyze data and trends to inform decision-making
Ability to see the big picture and anticipate future problems
Ability to create and implement long term solutions
Ability to communicate complex information clearly and concisely
Skill in building and maintaining strong relationships with stakeholders
Ability to collaborate effectively with team members
Ability to answer inquiries and provide accurate information
Skill in consulting with customers and managing difficult interactions
Ability to maintain a professional demeanor under pressure
Ability to work independently and as part of a team
Skill in managing multiple priorities and deadlines
Ability to maintain accurate and organized records
Skill in managing complex workflows
Commitment to maintaining confidentiality and ethical standards
Ability to handle sensitive information with discretion
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 (48)
2024 (42)
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
Amar Nadig
Senior Vice President of Enterprise Data
Kevin Ryan
Senior Managing Director and Chief Strategy Officer
Recent News
MarketScreener
2025-12-20
2025-12-16
2025-11-06
Company data provided by crunchbase