Pennymac is (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 Senior REACH Specialist (Research, Escalation, and Complaint Handling) serves as the primary point of contact for customers, responsible for investigating and resolving verbal disputes and complaints—either received directly or through third parties, such as attorneys. This role manages high-risk and complex loan situations, including disaster-related issues, short-sale backup queues, first payment defaults, ACH failures, second lien inquiries, EBOs, and FNMA CRT cases.

Key responsibilities include conducting preliminary investigations, supporting supervisors with escalations, resolving advanced loan issues, and addressing regulatory, legal, and portfolio exceptions. The role requires strong knowledge of compliance and risk management.

A major focus is on payment-related problem solving, offering solutions for escalated issues while also providing peer support and training. The Senior REACH Specialist is expected to promote a culture of knowledge sharing and continuous development, demonstrating exceptional communication, critical thinking, and customer service skills. This position demands a high level of integrity, efficiency, and a strong commitment to delivering an excellent customer experience.

The Senior REACH Specialist will:

• CORE LOAN SERVICING
  • Receive inbound calls through an inbound queue and/or a specialized outbound call campaign to assist customers with all inquiries and complaints and resolve in a timely manner.
    • Repayment and Forbearance Plans
    • Disaster Programs
    • Specialized campaigns to support Loss Mitigation initiatives and investor, state or company specific focuses
  • Perform routine financial updates to loan records and administer alternative programs related to foreclosure (FCL) prevention
  • Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies
  • Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes
  • Evaluate and process credit correction requests, making informed decisions and submitting necessary documentation
  • Investigate and resolve Automated Clearing House (ACH) payment failures, ensuring accurate and timely account updates
  • Manage and process all aspects of Home Equity Line of Credit (HELOC) servicing, including payments, and account maintenance
  • Follow set investor/state guidelines to assist in setting up approved repayment, forbearance plan or any foreclosure alternative programs for FEMA and/or natural disaster loans, EBO (Early Buyout) an FNMA CRT (Federal National Mortgage Association Credit Risk Transfer) loans
• ESCALATIONS, INVESTIGATIONS, and RISK MANAGEMENT
  • Manage and resolve intricate loan servicing issues and handle advanced escalations requiring in-depth knowledge and problem-solving skills while demonstrating a strong understanding of risk management
  • Provide process improvement opportunities discovered through the complaint resolution to mitigate risks
  • Ensure compliance with regulatory requirements and legal guidelines, and manage portfolio exceptions
  • Provide process improvement recommendations and root cause analysis
  • Conduct audit listening sessions
• CUSTOMER COMMUNICATION and OUTREACH
  • Execute and manage mass outbound campaigns to customers regarding loan-related matters such as securing monthly installments and advise of retention options including HUD (Housing and Urban Development) programs
  • Assist In Cross Department Overflow Call Volume:
    • Provide support to customer service by handling overflow call volume and addressing customer inquiries
    • Provide support to Modification Single Point of Contact (SPOC) by handling overflow call volume related to loan modifications
    • Support short-sale processing by managing backup queues and ensuring timely completion of tasks
• ADMINISTRATIVE and TEAM SUPPORT
  • Collaborate with other departments to resolve complex issues and ensure efficient workflow
  • Organize and lead departmental huddles and team meetings to facilitate communication and knowledge sharing
  • Provide timely and accurate responses to inquiries in management chat platforms

• Senior Level Specialist 5+ years in a highly specialized area.
• Advanced Default Loan Servicing: o Deep understanding of all facets of default loan servicing principles and practices
  • Expertise in managing complex default scenarios
  • Proven ability to navigate intricate loan servicing processes
• Extensive knowledge of relevant regulations and legal requirements:
  • Consumer Financial Protection Bureau (CFPB) guidelines.
  • Fair Debt Collection Practices Act (FDCPA).
  • Equal Credit Opportunity Act (ECOA).
  • Real Estate Settlement Procedures Act (RESPA).
• Bankruptcy, Foreclosure, and Short Sale Proficiency:
  • Thorough knowledge of bankruptcy, foreclosure, and short sale procedures.
  • Experience in managing these processes from initiation to completion.
  • Ability to mitigate risk associated with these processes.
• Investor Program Expertise: o
  • Comprehensive understanding of investor-specific programs:
  • Repayment, Forbearance plans, HHF (Hardest Hit Funds)/EHLP (Emergency Home Loans Program, SCRA (Servicemembers Civil Relief Act and Foreclosure alternative programs).
• Advanced Problem-Solving & Analytical Abilities:
  • Ability to identify root causes of complex issues.
  • Skill in defining problems and developing effective solutions.
  • Capacity to analyze data and trends to inform decision-making.
  • Timely resolution of issues across all communication channels.
• Strategic Thinking:
  • Ability to see the big picture, and to anticipate future problems.
  • Ability to create and implement long term solutions.
• Excellent Communication & Interpersonal Skills: 
  • Ability to communicate complex information clearly and concisely.
  • Skill in building and maintaining strong relationships with stakeholders.
  • Ability to collaborate effectively with team members.
• Strong Customer Service Focus:
  • Ability to answer inquiries and provide accurate information
  • Skill in consulting with customers and managing difficult interactions
  • Ability to maintain a professional demeanor under pressure
• Independent Work & Team Collaboration: 
  • Ability to work independently and as part of a team
  • Skill in managing multiple priorities and deadlines
• Excellent Organizational Skills:
  • Ability to maintain accurate and organized records
  • Skill in managing complex workflows
• High Level of Integrity & Confidentiality:
  • Commitment to maintaining confidentiality and ethical standards
  • Ability to handle sensitive information with discretion

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

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.