Senior Mortgage Servicing Escalations & Complaints Lead

Pennymac; Carrollton (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Wellness Program

Retirement Benefits

Life Insurance

Tuition Reimbursement

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 a primary contact for inquiries, coordinating across compliance, loss mitigation, and servicing operations to ensure compliant and efficient complaint handling.

Responsibilities include root-cause analyses, metric tracking, peer training, and supporting cross-queue work while maintaining consumer protection standards.

Qualifications

• Bachelor's degree in Business, Finance, or related field preferred.
• 4+ years in mortgage servicing, complaint resolution, loss mitigation, collections, or escalations.
• Advanced proficiency with Loan Servicing Systems (MSP/Black Knight, MortgageServ).
• Experience with Credit Bureau reporting (e-OSCAR) and BI tools (Power BI/Tableau).

Responsibilities

• Execute inbound and outbound dispute resolution communications per guidelines.
• Administer credit bureau corrections and payment investigations.
• Manage loss mitigation queues and delinquency reduction campaigns.
• Perform root-cause analyses during resolutions and QA audits.
• Support collections and customer service queues; lead team huddles.

Skills

MSP/Black Knight MortgageServ

Credit Bureau e-OSCAR

Power BI/Tableau

ACD Telephony

Real-time Chat Tools

Education

Bachelor's degree in Business/Finance

High School Diploma or equivalent

Tools

MS Office/Google Workspace

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 a primary contact for inquiries, coordinating across compliance, loss mitigation, and servicing operations to ensure compliant and efficient complaint handling.

Responsibilities include root-cause analyses, metric tracking, peer training, and supporting cross-queue work while maintaining consumer protection standards.