The Assistant Vice President Customer Experience will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality.
As the AVP Customer Experience you will monitor workflows and queues to ensure service levels are met.
The Assistant Vice President Customer Experience will: Directly supervise employees in a call center environment providing support to the mortgage fulfillment divisionOversee coordination within multiple divisions and across all areas within Pennymac to ensure consistent and proper executionEffectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutionsCommunicate monthly results to Management on departmental performance objectivesConduct quality reviews of staff daily and provide feedbackAct as the main point of escalation for all issues within the functionsPerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organizations desired culture and valuesPay Range: $41/hr + Conversion Salary: $75-100,000We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.
We are an equal opportunity/affirmative action employer that believes everyone matters.
Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
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Required Skills & ExperienceBachelors degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience5+ years of Mortgage experience requiredManagement experience in a Call Center EnvironmentAbility to work with call monitoring tools/softwareDemonstrated success with pipeline management Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.
Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.