Rep, Customer Service Sales

Employment Type

: Full-Time


: Miscellaneous

Overview Responsible for handling inbound customer inquiries/requests and for the timely completion of a variety of loan servicing functions, working to ensure customer satisfaction and meet all investor and regulatory agency loan servicing requirements. Responsibilities include cross-selling PennyMac products at every opportunity in order to consistently meet established sales goals. Job Description * Receive/service inbound calls from current customers, ensuring customer satisfaction and meeting all investor and regulatory agency loan servicing requirements * Cross sell PennyMac loan products to existing customers on all opportunities and provide appropriate rebuttal options as applicable * Provide general account information to customers including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs and loan documents * Conduct preliminary or basic research in order to respond to routine inquiries * Process customer payments via phone * Meet advanced level of outlined production and quality standards, particularly as related to sales * Interact with other PennyMac servicing departments to solution customer requests and resolve issues * Request assistance for and/or escalate more complex issues to department senior associates or supervisors * 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: Skills & Abilities: (Include any required computer skills, regulatory knowledge, certifications, licenses, languages, etc.) * A minimum one year proven sales experience required * Strong presentation and sales skills with the ability to apply them via telephone * 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 and conflict and resolve problems effectively * Must be a team player with strong attention to detail 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 preferred Years of Experience: 1 Education: High School Diploma/GED

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