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PennyMac Customer Correspondence Ambassador in Las Vegas, Nevada

Overview

Responsibilities may include researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.

Job Description

  • Research and resolve written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements. With a focus on customer experience, reputational and regulatory risk

  • Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries

  • Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames

  • Ensure all Federal and State requirements are adhered to: including CFPB/RESPA

  • Write response letters to customers in a professional and courteous manner, including providing copies of requested documents

  • Performs consistency checks to identify data, supporting documentation needed from customers and third parties

  • Meet productivity and quality standards

  • Identify process breakdowns and provide process improvement suggestions

  • Performs other related duties as required and assigned

  • Photocopy, type, file, send faxes, and other clerical duties as assigned

  • Demonstrates behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

  • Strong customer service background

  • Thorough knowledge of RESPA as it pertains to qualified written requests

  • Ability to handle multiple tasks and deadlines with attention to detail

  • Proficient in Excel and general strong computer skills

  • Excellentcommunication skills with the ability to interact with most levels of employees and management. Speaks and writes clearly and correctly

  • Competent at working in partnership with team members to deliver expected results

  • Prioritizes and plans work activities, uses time efficiently and develops realistic action plans

  • Resolves problems in a timely manner; able to gather information and identify problems

Years of Experience:

1

Education:

High School Diploma/GED

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Requisition ID 20-18622

Location US-NV-Las Vegas

Position Type Regular

Category Customer Service/Support

Education High School Diploma/GED

Years of Experience 1

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