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Specialist, Correspondent Client Operations
PennyMac
Tampa, FL, United States
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Job Description
The Correspondent Client Operations Specialist II reports to and supports the Client Operations Manager in support of their regionally assigned client base. The COS prepares reports, responds to group emails and assists in providing strategic analysis and feedback to the client with the ultimate goal of maximizing quality deliveries while removing friction from the fulfillment process. The role liaisons internally with Audit Management, Underwriting and Appraisal to identify make sense solutions to loan level challenges.
Routines
• Work with clients to satisfy / cure “trapped” loans including those in unacceptable delivery status and loans trapped in funding
• Review pipeline of assigned accounts reviewing for unclear or invalid conditions and address or escalate and provide appropriate feedback
• Serve as point person on client inquiries and respond timely
• Review overall quality of client production to identify trends and escalate concerns to Managers and/or Credit leadership
Seller Liaison
• At Manager direction, provide actionable reporting on outstanding conditions, aged loans and/or other delivery metrics to clients
• Serve as main point of for clients on loan status, condition clarifications and general product questions
• Serve as client advocate
• Ensure all loans are purchased in accordance with PennyMac's posted credit requirements
Internal Liaison
• Works with Audit, Underwriting, Appraisal, Compliance and Servicing teams to clarify loan level requirements and understand status for communication to the client
• Monitor transactional turn times to ensure SLAs are being met throughout the fulfillment process
Other
• Complete special assignments necessary to support business strategy.
• Provide best in class customer service to internal and external clients.
• Demonstrate a commitment to quality, innovation and leadership.
Preferred Qualifications
• College coursework or equivalent work experience
• 5+ minimum years experience
Technical
• Minimum of 5 years of mortgage experience
• Contemporary knowledge of mortgage industry terminology, origination standards, operational practices and general compliance requirements
• Functional understanding of applicable Federal, state and local lending regulations.
General
• Demonstrates expertise in a variety of industry concepts, practices & procedures.
• Relies on experience/judgment to plan for and accomplish goals
• Detail oriented and works well in fast paced dynamic work environment
Specific
• Communication – Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Interpersonal Effectiveness – Maintains a positive attitude and is passionate about internal and external customer service.
• Judgment - Displays willingness to make timely decisions while exhibiting sound and accurate judgment.
• Problem Solving - Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. Acts as a subject matter expert for other team members.
• Quality Management – Always looking for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Task Management/Execution - Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines.