Resolution Associate I

PennyMac Corp.; Moorpark (CA); On-site; USD 38,000 - 53,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Wellness Programs

401k match

Philanthropy programs

Job summary

Pennymac is seeking a Resolution Associate in Moorpark, CA to handle customer inquiries, disputes, and servicing transfer matters. You will work with internal teams and vendors to resolve issues and ensure RESPA-compliant communications.

Role requires a High School Diploma or GED, 1+ year of customer service experience, and proficiency in Microsoft Office. Office-based work model with competitive benefits and a focus on customer-centric processes.

Qualifications

• High School Diploma or GED required.
• Minimum 1+ year of customer service experience.
• Thorough knowledge of RESPA applicable to written requests.
• Proficiency in Microsoft Office applications.

Responsibilities

• Research written inquiries, requests for information, disputes, and general complaints.
• Assist with servicing transfers for acquired mortgages and identify process improvements.
• Coordinate with internal departments and vendors to resolve customer inquiries.
• Ensure acknowledgment/extension and resolution letters are mailed per RESPA timeframes.
• Write professional response letters and provide copies of requested documents.
• Perform consistency checks for data supporting documentation.

Skills

Customer service

RESpa knowledge

Microsoft Office

Education

High School Diploma / GED

Tools

Microsoft Office

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 Resolution Associate will be responsible for researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers. As the Resolution Associate, you may identify process breakdowns and provide process improvement suggestions.

The Resolution Associate will:

• Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries
• Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames
• Ensure all Federal and State requirements are adhered to: including CFPB/RESPA
• Write response letters to customers in a professional and courteous manner, including providing copies of requested documents
• Complete consistency checks to identify data supporting documentation needed from customers and third parties
• 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

• High School Diploma / GED
• 1+ year of customer service experience
• Thorough knowledge of RESPA as it pertains to qualified written requests
• Proficiency in Microsoft Office

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: https://pennymacnews.page.link/benefits

For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information

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

$38,000 - $53,000

Work Model

OFFICE