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 Assistant Vice President Third Party Organization Client Escalation is a leadership role supporting third party channels as part of the Mortgage Fulfillment Division (MFD). As the AVP TPO Client Escalation, you will facilitate efficient and effective processes while directly responding to customer requests, and supporting divisional customer service objectives. The AVP TPO Client Escalation will: Lead a team of Escalation Specialists to complete daily work assignments including capacity planning, staffing and management of team queue and overall Client SLAs Develop and maintain external communication protocols including email scripting and phone surveillance and internal/external communication best practices Handle complex email and phone inquiries from internal and external customers Validate qualifying income, assets and/or debt ratio calculations Evaluate loan applications for Pennymac and Investor guideline eligibility Serve as escalation point for customer fulfillment requests Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values What You’ll Bring Bachelor's degree or equivalent work experience required 7+ years of Mortgage lending experience, developing supporting and maintaining mortgage TPOs, banks and/or credit unions with at least 2 years in a leadership position Proficiency in MS Office and G-Suite Zendesk, or previous experience with service ticketing a plus Demonstrate competency in meeting customer service standards Solve complex issues by interpreting the needs of clients, identifying solutions, and assessing any downstream impact 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: https://pennymacnews.page.link/benefits 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 $75,000 - $130,000 Work Model OFFICE