Customer Service Rep I

OverviewResponsible for handling customer inquiries/requests and for the timely completion of a variety of routine functions, while working to ensure customer satisfaction and retention through cross-selling PennyMac products. Ensures that all loan servicing requirements are met as specified by the investor and regulatory agencies.Job Description* Receive/service inbound calls from current customers* Provide general account information to customers including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs and loan documents* Conduct preliminary or basic research in order to respond to routine inquiries* Process customer payments via phone* Cross sell PennyMac loan products to existing customers* Meet outlined production and quality standards* Interact with other PennyMac servicing departments to solution customer requests and resolve issues* Request assistance for and/or escalate more complex issues to department senior associates or supervisors* Perform other related duties as required and assigned* Demonstrate behaviors which are aligned with the organization’s desired culture and valuesIdeal Candidate will have the following:* Personal computer knowledge, including proficiency in Word and Excel* Detail oriented with good organizational and follow-through skills* Strong negotiation skills with ability to effectively resolve problems and conflict and resolve problems effectively* Must be a team player with strong attention to detail and able to work independently* Ability to deliver timely and accurate information in a fast-paced environment* Critical thinker with problem solving skills, mathematical skills and sound judgment* Ability to make decisions independently within set policy and procedures* Mortgage and/or financial services industry experience preferredYears of Experience:0Education:High School Diploma/GED