Senior Mortgage Servicing Escalations Specialist

Private National Mortgage Acceptance Company, LLC; Virginia Colony (CA); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Retirement benefits

Philanthropy programs

Job summary

PENNMAC is a leading mortgage-focused financial services company 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 across compliance, loss mitigation, and servicing operations, driving efficiency and adherence to consumer protection standards.

In this role, you will perform root-cause analyses, track metrics, and deliver targeted training while supporting collections and short-sale

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree in Business Administration, Finance, or a related field preferred.
• 4+ years of progressive mortgage servicing, complaint resolution, loss mitigation, collections, or loan servicing escalations.
• Advanced proficiency in Loan Servicing Systems (MSP/Black Knight, MortgageServ), Credit Bureau reporting (e-OSCAR), and Microsoft Office/Google Workspace.
• Preferred proficiency with ACD telephony platforms, real-time chat management tools, and BI reporting software (Power BI, Tableau).
• Active Mortgage Loan Originator (MLO) license or industry compliance certifications preferred.

Responsibilities

• Execute inbound and outbound dispute resolution communications and specialized loss mitigation workouts following investor guidelines.
• Administer financial record updates, credit bureau corrections, ACH investigations, and HELOC servicing tasks.
• Manage first payment default cases, loss mitigation queues, and mass retention campaigns.
• Perform root-cause analyses during resolutions and conduct QA call-listening audits for compliance.
• Support cross-queue Collections and customer service overflow; lead team huddles and real-time chat support.
• Demonstrate behaviors aligned with the organization’s culture and values.

Education

High School Diploma

Bachelor's degree in Business Administration

Tools

MSP/Black Knight

MortgageServ

Power BI

Tableau

ACD Telephony

Live Chat Tools

Job description

PENNMAC is a leading mortgage-focused financial services company 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 across compliance, loss mitigation, and servicing operations, driving efficiency and adherence to consumer protection standards.

In this role, you will perform root-cause analyses, track metrics, and deliver targeted training while supporting collections and short-sale