PennyMac AVP, Sales Call Center in Nevada
Recruit and train a highly-qualified staff of dispatch and client coordinator agents and team leaders. They must understand the core values of PennyMac and align conduct accordingly, while remaining up to date on the Telephone Consumer Protection Act (TCPA) and the Domain Name System (DNS) regulations, ensuring that the call centers stay compliant.
Recruit and retain highly-qualified dispatch and client coordinator agents, with an emphasis on attracting individuals who could develop into account executive or team leader positions
Mentor supervisor’s by identifying and working to improve team and individual performance
Maintain staff and personal licensing and continuing education requirements
Train, operate and support a culture of high quality and zero defects
Actively supervise, monitor and manage within the dispatch department by holding regular one-to-one meetings and annual performance reviews with dispatch and client coordinator agents
Lead the team by effectively supervising, motivating and inspiring the performance of the team to achieve or exceed standards, performance targets and objectives for their functional area
Operate the call centers in a highly-compliant manner by staying up-to-date with TCPA, DNS and RESPA guidelines
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
Ideal Candidate will have the following:
Bachelor’s degree preferred
Minimum of seven years residential real estate lending experience
Demonstrated working knowledge of conforming, non-conforming, FHA and jumbo guidelines
Demonstrated working knowledge of lead management and telephony systems
Demonstrated knowledge and practical experience in applying credit risk principles to lending recommendations
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Requisition ID 19-10400
Position Type Regular