Sr Specialist, Research, Escalation and Compliant Handing

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

PENNYMAC

Pennymac is (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 Senior REACH Specialist is responsible for supporting the strategic coordination, investigation, and resolution of complex consumer disputes and high-risk loan servicing escalations across the enterprise. Operating as a primary point of contact for customer inquiries received directly or through legal representatives, this role facilitates cross-functional communication across compliance, loss mitigation, and servicing operations teams. Through root-cause analyses, complaint metric tracking, and targeted peer training, this role ensures the complaint handling function operates with peak efficiency and strict adherence to consumer protection standards.

The Senior REACH Specialist will:

• 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 Home Equity Line of Credit (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 which are aligned with the organization’s desired culture and values

What You’ll Bring

• 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


• Preferred proficiency with ACD telephony platforms, real-time chat management tools, and business intelligence reporting software (Power BI, Tableau)


• Active Mortgage Loan Originator (MLO) license or industry compliance certifications preferred

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

$50,000 - $75,000

Work Model

OFFICE