Senior Mortgage Escalations & Complaint Specialist

Pennymac

Moorpark (CA)

On-site

USD 50,000 - 75,000

Full time

6 days ago

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Benefits offered by this job

Medical

Dental

Vision

Paid Time Off

Retirement benefits

Philanthropy Programs

Job summary

Pennymac is seeking a Senior REACH Specialist in California to support strategic coordination, investigation, and resolution of complex consumer disputes and high-risk loan servicing escalations. You’ll work with compliance, loss mitigation, and servicing teams to maintain consumer protections and service quality.

Responsibilities include handling inquiries, performing root-cause analyses, and leading cross-functional communication while supporting collections, customer service, and team

Qualifications

4+ years in mortgage servicing, complaint resolution, loss mitigation, or loan servicing escalations.
Advanced proficiency in Loan Servicing Systems and Credit Bureau Reporting.
Proficiency with Power BI and Tableau preferred.

Responsibilities

Execute dispute resolution communications and loss mitigation workouts per guidelines.
Administer credit bureau corrections, ACH investigations, and HELOC servicing tasks.
Manage default cases and delinquency mitigation for specialized loan portfolios.
Perform root-cause analyses and QA audits to ensure compliance.

Skills

Mortgage servicing

Complaint resolution

Loss mitigation

Microsoft Office

Education

High School Diploma

Bachelor’s degree preferred

Tools

MSP/Black Knight

Credit Bureau Reporting (e-OSCAR)

Power BI/Tableau

Job description

Responsibilities include handling inquiries, performing root-cause analyses, and leading cross-functional communication while supporting collections, customer service, and team

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