Customer Service Representative I

📍 Location: Moorpark, California, USA (ZIP: 32816)
💰 Pay: $36,000 – $45,000 per year
🏢 Company: Pennymac (NYSE: PFSI)
📝 Job Type: Full-Time, Onsite

Job Summary

Pennymac is seeking motivated and customer-focused individuals to join our team in Moorpark, CA. As a Customer Service Representative (CSR), you will be responsible for assisting customers with inquiries, resolving requests efficiently, and providing top-notch service. You will also have the opportunity to cross-sell Pennymac products to qualified customers.

Key Responsibilities

✅ Deliver outstanding customer service through professional phone interactions in a high-volume call center environment.
✅ Address customer inquiries related to loan payments, escrow, taxes, payoffs, and loan documents.
✅ Conduct research to resolve issues and provide accurate responses.
✅ Collaborate with internal departments to escalate and resolve customer requests.
✅ Maintain a customer-first approach and exhibit patience and professionalism.
✅ Meet performance targets, including call handling time and customer satisfaction metrics.
✅ Adhere to Pennymac’s core values of accountability, reliability, and ethical conduct.

Training & Work Schedule

📚 Training Period:

• Duration: 8 weeks (onsite attendance required).
• Schedule: Monday – Friday, 7:00 AM – 4:00 PM PST.
• Direct coaching and support will be provided to ensure success.

⏰ Post-Training Shifts (Assigned Based on Business Needs):

• 6:00 AM – 3:00 PM PST.
• 7:00 AM – 4:00 PM PST & CT.
• 8:00 AM – 5:00 PM PST & CT.
• 9:00 AM – 6:00 PM PST & CT.
• Overtime: 2 half-day Saturday shifts per month and an extra hour on peak call volume days.

What You’ll Bring

🎯 Exceptional listening and problem-solving skills.
🎯 Strong ability to multitask and navigate multiple screens effectively.
🎯 Proficiency in Microsoft Word and Excel.
🎯 Capability to handle high-pressure situations with professionalism.
🎯 Ability to independently make decisions within company policies.
🎯 Experience in mortgage, banking, or financial services is a plus!
🎯 Bilingual in Spanish is a plus (additional per-call compensation may apply).

Pay & Benefits

💵 Annual Salary: $36,000 – $45,000
🎯 Comprehensive Benefits Package

• Medical, dental, and vision coverage.
• Paid time off (vacation, holidays, sick leave, parental leave).
• Employee recognition programs, wellness initiatives, and onsite gym/cafeteria (select locations).
• Retirement benefits, life insurance, 401(k) match, and tuition reimbursement.
• Philanthropy programs, including matching gifts and corporate sponsorships.

📌 For more details on benefits, visit: https://pennymacnews.page.link/benefits

About Pennymac

Pennymac is a leading mortgage lender dedicated to helping Americans achieve homeownership. With over 4 million homeowners served, we are committed to fostering an equitable and inclusive workplace where every employee feels valued and respected. Our team of 4,000 professionals nationwide is guided by our core values: Accountability, Reliability, and Ethical Business Practices.

📅 Application Deadline: Open Until Filled
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🚀 Start your career with Pennymac today! Apply now!