Pipeline Account Manager II

Pipeline Accounts Manager II

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.

The Pipeline Accounts Manager II ensures consistent delivery of a best-in-class client experience through consistent engagement with fulfillment functions to make sure we drive to meet client expectations, posted SLAs and innovate for improvement. Serves as the central point of contact for clients for all fulfillment issues, status questions, and loan level problem solving. Provide prompt and efficient service to customer as liaison between Sales and Fulfillment. Manage assigned pipelines queues, & reports to ensure timely and efficient action. Work closely with Operations to request and validate documentation to properly satisfy loan requirements. Provides feedback to both internal and external customers on loan quality and operational efficiencies. Serve as escalation point for any critical issues identified by the team of Pipeline Accounts Managers (PAMs).

The Pipeline Accounts Manager will:

• Manage pipelines, queues, and reports to guarantee timely action
• Proactively engage with clients to drive fulfillment, manage expectations, and resolve issues
• Liaise with Operations to secure and verify loan documentation
• Offer constructive feedback to internal and external parties on loan quality and operational processes
• Interact with multiple departments to expedite processing and/or issue resolution
• Identify and resolve client issues/friction and escalate to dept leadership as necessary
• Manage individual SLAs and turn around times on all loans in the assigned pipeline
• Demonstrate behaviors which are aligned with the organization's desired culture and value

What You'll Bring:

• Bachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience
• Minimum of 5 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices
• Functional understanding of applicable Federal, state, and local lending regulations
• Demonstrates expertise in a variety of Industry concepts, practices, & procedures
• Demonstrate ability to plan and execute stated goals
• Basic software proficiency including Microsoft Office Suite
• Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner
• Maintains a positive attitude and proves exemplary internal and external customer service and teamwork
• With the right information, is decisive and exhibits sound judgment
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
• Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
• Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines
• Willing to think analytically and creatively in solving day to day challenges of the job
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment

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

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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 $55,000 - $85,000 Work Model OFFICE