Call Quality Analyst I

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Job description

PENNYMAC:
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

A Typical Day:
The Call Quality Analyst is responsible for performing call quality audits in support of various lines of business within Default Servicing. As the Call Quality Analyst, you will provide feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business.

The Call Quality Analyst will:

Perform review of agent documentation within the system of record to validate accuracy, omission of relevant information, etc.

Perform review of ancillary business applications to gather additional information that may be relevant to the call sample

Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations

Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures

Maintain documents necessary to perform call quality audits including, itemized checklists, trackers, etc.

Perform other related duties as required and assigned

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

What You'll Bring:
Experience in call monitoring or in a customer facing position

Must have familiarity with Excel and Word

Financial Services and, if possible, mortgage industry experience preferred

Why You Should Join:
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:

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

To learn more about our benefits visit:

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

Lower in range - Building skills and experience in the role

Mid-range - Experience and skills align with proficiency in the role

Higher in range - Experience and skills add value above typical requirements of the role

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.

Salary:
$39,000 - $55,000

Work Model:
OFFICE

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