Senior Mortgage Escalations & Complaint Resolution Lead

PennyMac Corp.; Carrollton (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Wellness Programs

Stock-based incentives

Job summary

PENNYMAC is seeking a Senior REACH Specialist to coordinate and resolve complex consumer disputes and high-risk loan servicing escalations. You will serve as the primary contact for inquiries, collaborating with compliance, loss mitigation, and servicing teams to drive root-cause analyses and ensure strong consumer protections.

The role requires 4+ years in mortgage servicing or related fields, proficiency with MSP/Black Knight and e-OSCAR, and the ability to lead huddles and QA audits to

Qualifications

• High School Diploma or equivalent required; Bachelor’s degree in Business Administration, Finance, or a related field preferred
• 4+ years of progressive experience in mortgage servicing, complaint resolution, loss mitigation, collections, or loan servicing escalations
• Advanced proficiency in Loan Servicing Systems (e.g., MSP/Black Knight, MortgageServ), Credit Bureau Reporting frameworks (e.g., e-OSCAR), and Microsoft Office/Google Workspace suites

Responsibilities

• Execute inbound and outbound dispute resolution communications and specialized loss mitigation workouts following Fannie Mae, Freddie Mac, FHA, VA, and corporate investor guidelines
• Administer financial record updates, credit bureau correction processing, ACH payment failure investigations, and HELOC account servicing tasks
• Manage first payment default cases, loss mitigation queues, and mass outbound retention campaigns to mitigate delinquency across specialized loan portfolios
• Perform root-cause analyses during complaint resolutions and conduct quality assurance call-listening audits to evaluate compliance and service quality
• Support cross-queue Collections, general customer service overflow, and short-sale backup queues while leading team huddles and providing real-time operational chat support
• Perform other related duties as required and assigned
• Demonstrate behaviors aligned with the organization’s culture and values

Skills

Mortgage servicing

Complaint resolution

Loss mitigation

Escalations handling

Education

High School Diploma

Bachelor’s degree preferred

Tools

MSP/Black Knight

MortgageServ

e-OSCAR

Power BI

Tableau

Job description

PENNYMAC is seeking a Senior REACH Specialist to coordinate and resolve complex consumer disputes and high-risk loan servicing escalations. You will serve as the primary contact for inquiries, collaborating with compliance, loss mitigation, and servicing teams to drive root-cause analyses and ensure strong consumer protections.

The role requires 4+ years in mortgage servicing or related fields, proficiency with MSP/Black Knight and e-OSCAR, and the ability to lead huddles and QA audits to