Resolution Associate I

Private National Mortgage Acceptance Company, LLC; Virginia Colony (CA); On-site; USD 38,000 - 53,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, and Vis

Paid Time Off programs

Wellness Programs

401k match

Tuition reimbursement

Philanthropy programs

Stock-based incentives

Job summary

Pennymac is seeking a Resolution Associate to handle written inquiries, disputes, and servicing transfers for mortgages. You will draft professional responses, ensure RESPA compliance, and coordinate with internal teams and third parties to resolve customer concerns.

The role emphasizes accuracy, timely communication, and adherence to CFPB/RESPA requirements, with opportunities to contribute to process improvements and organizational culture.

Qualifications

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

Responsibilities

• 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

Skills

Customer service

RESPS knowledge

Microsoft Office

Education

High School Diploma / GED

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