Overview Lead multiple customer facing operational organizations while partnering with internal Sales teams to build strong, lasting client relationships. Ensure a best-in-class client experience through consistent engagement with fulfillment functions to make sure we drive to meet client expectations, posted SLAs and innovate for improvement. Serves as the central point of contact for clients for all fulfillment issues, status questions, and loan level problem solving. Provides feedback to both internal and external customers on loan quality and operational efficiencies. Conduct quarterly book reviews with senior management for all responsible regions. Serve as escalation point for any critical issues identified by the team of PAMs.
Conduct daily review of active pipeline for all responsible regions and identify follow-up actions for team
Drive team to engage external clients daily to solve loan level items and document the actions taken
Manage high volume, high net worth, complex client accounts
Assist in capacity planning within assigned regions
Recruit and retain top talent to be part of your assigned "super region"
Lead team to review all pipeline loans for invalid stipulations or identification of alternative solutions
Identify and resolve client issues/friction and escalate to dept leadership as necessary
Work with internal sales managers and AEs to strategize on deepening client relationships and drive repeat business
Interact with multiple departments to expedite processing and/or issue resolution
Manage inquiries to Client Support functions to ensure consistency and accuracy
Oversee onboarding and training for all assigned regions and accounts
Manage individual SLAs and turn times on all loans in the assigned pipeline
Conduct client outreach to solicit feedback, provide trending and position the PennyMac value proposition
Conduct quarterly book reviews and loan level file review to senior leaders and senior management
Demonstrate behaviors which are aligned with the organization's desired culture and values
Ideal Candidate will have the following:
Bac helor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience
Minimum of 5 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices
Functional understanding of applicable Federal, state and local lending regulations
Demonstrates expertise in a variety of Industry concepts, practices & procedures.
Demonstrate ability to plan and execute stated goals
Basic software proficiency including Microsoft Office Suite.
Communication - Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent group presentation skills
Interpersonal Effectiveness - Maintains a positive attitude and provides exemplary internal and external customer service and teamwork
Judgment - With the right information, is decisive and exhibits sound judgment
Planning/Organizing - Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
Problem Solving - Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
Quality Management - Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
Task Management/Execution - Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines
Innovation - Willing to think analytically and creatively in solving day to day challenges of the job
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