Senior Command Center Technology Analyst

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Job description

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 Senior Command Center Technology Analyst will provide internal technical support across multiple applications and systems employed by telephony and other support teams. As the Senior Analyst, you will monitor and analyze internal agent behavior, phone traffic, and workforce management across multiple divisions.

The Senior Command Center Analyst will:

Develop requirements to optimize telephony systems and provide ongoing maintenance and configuration support

Perform root cause analysis of call volume data to identify reduction opportunities, systematic failures, or configuration errors

Work with technology teams to identify gaps/issues and collaboratively implement enhancements

Support enhancements to key systems including, telephony, LOS, and data warehouse

Generate automated and/or real-time reporting to assist management and decision-making at both campaign and channel level

Performs other related duties as required and assigned

Demonstrates behaviors which are aligned with the organization's desired culture and values

What You'll Bring:
Bachelor's degree or equivalent work experience

5+ years of relevant work experience

Intermediate to advanced knowledge of MS Office (Excel, PowerPoint, Word)

Implementation/project management experience

MS SQL Server experience a plus

Mortgage industry experience preferred

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:

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

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