Resolution Associate 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 Resolution Associate will be responsible for researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers.

As the Resolution Associate, you may identify process breakdowns and provide process improvement suggestions. The Resolution Associate will: Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames Ensure all Federal and State requirements are adhered to: including CFPB/RESPA Write response letters to customers in a professional and courteous manner, including providing copies of requested documents Complete consistency checks to identify data supporting documentation needed from customers and third parties 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 High School Diploma / GED 1+ year of customer service experience Thorough knowledge of RESPA as it pertains to qualified written requests Proficiency in Microsoft Office 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

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 For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information 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 $38,000 - $53,000 Work Model OFFICE The Resolution Associate will be responsible for researching written inquiries, requests for information, disputes, servicing transfer for acquired and transferred mortgages, and general complaints received from customers. As the Resolution Associate, you may identify process breakdowns and provide process improvement suggestions. The Resolution Associate will: Work with internal departments, vendors, and designated counterparts as needed to assist with resolving customer inquiries Confirm system-generated acknowledgment/extension and resolution letters are mailed in accordance with RESPA time frames Ensure all Federal and State requirements are adhered to: including CFPB/RESPA Write response letters to customers in a professional and courteous manner, including providing copies of requested documents Complete consistency checks to identify data supporting documentation needed from customers and third parties Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values High School Diploma / GED 1+ year of customer service experience Thorough knowledge of RESPA as it pertains to qualified written requests Proficiency in Microsoft Office