Contact Center Business Technician I

PENNYMAC :

Pennymac (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 Contact Center Technician provides customer facing support to Pennymac external and internal customers for technical needs using our web-based suite of tools and resources.

As the Contact Center Technician, your responsibilities will include assisting with account management, website and data tool maintenance / enhancement, and project management support.

The Contact Center Technician will :

Support client websites, and Pennymac web-based services through telephone, e-mail and chat

Troubleshoot issues and feedback by existing Users and / or development teams

Interact with external and internal customers to provide a high level of customer satisfaction and support

Assist with Feature Updates to Existing Users

Support Deployment of New Reports from Staging to Production environments

Performs other related duties as required and assigned

Demonstrates behaviors which are aligned with the organization’s desired culture and values

What You’ll Bring :

Troubleshooting : Ability to diagnose and resolve technical issues effectively.

Web Support Knowledge : Familiarity with web-based services and technologies.

Customer Service : Strong interpersonal skills to provide excellent support and maintain customer satisfaction.

Clear Communication : Ability to explain technical issues in a way that is easy for non-technical users to understand.

Active Listening : Skills to understand customer needs and feedback thoroughly.

Problem-Solving : Ability to analyze situations and provide practical solutions quickly.

Attention to Detail : Strong focus on accuracy

Collaboration : Ability to work effectively with both internal teams and external clients.

Time Management : Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Multitasking : Skills to handle multiple inquiries or issues simultaneously without compromising service quality.

1-3 years of related work experience providing user support services and training for a data tool or technology platform

Proficiency in MS Office (Excel, Word, PowerPoint)

Ability to comprehend, research, and summarize information to respond to user questions

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 :

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 : $45,000 - $66,000

$45,000 - $66,000

Work Model : OFFICE

OFFICE