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PennyMac Priority Complaint Specialist in Summerlin, Nevada

Overview

Resolves disputes and high profile complaints received from customers, Regulatory Agencies and Attorneys on behalf of Executive and Senior Level Management

Job Description

  • Researches and resolves written and verbal disputes and complaints on behalf of Executive and Senior Level Management in accordance with established policies and regulatory requirements.

  • Ensures all inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to customers.

  • Will oversee the foreclosure alternative process is completed based on regulatory guidelines for related complaints.

  • Investigates and resolves a variety of issues, including problems related to escrow, taxes, insurance, contested late charges and

  • late payments, credit disputes, fees and charges associated with collection efforts or property preservation, loss mitigation, account balance and payment verification, and Adjustable Rate Mortgage ("ARM") information.

  • Writes response letters in a professional manner containing accurate information, including copies of requested documents.

  • Maintains electronic log and records pertinent information and action taken in response to borrower's dispute or inquiry in the loan record maintained in loan servicing system.

  • Ensures each complaint is handled within regulatory timeframe including updating the CFPB and BBB portals and any other channel complaints are received.

  • Conducts a detailed quality review of each complaint. Studies and recommends procedural updates to improve efficiency of respective department related to the complaint.

  • Reviews each inquiry and or complaint for quality control and corrective action

  • Perform other related duties as required and assigned

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

Ideal Candidate will have the following:

  • Strong internal and external customer service skills, including professional telephone manner.

  • Working knowledge of collection practices and law, loss mitigation, foreclosure, and bankruptcy laws, thorough knowledge of the RESPA as it pertains to qualified written requests.

  • Knowledge of personal computers using Microsoft Word, Excel, Access and Outlook. Must be a team player with strong attention to detail and able to work independently

  • Must be highly proficient in Excel and Word

  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

  • Excellent critical thinking, problem solving, mathematical skills and sound judgment

  • Financial Services and, if possible, mortgage industry experience preferred

  • Strong business acumen and ability to interface with executive management

#LI-NC1

Years of Experience:

3

Education:

Associate's Degree

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Requisition ID 20-15394

Location US-NV-Summerlin

Position Type Regular

Category Other

Education Associate's Degree

Years of Experience 3

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