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PennyMac Analyst, Call Monitor in Pasadena, California


The call monitoring analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis.

Job Description

  • Listen to and score calls each month as defined by call monitoring policy

  • Refine scoring system over time as process and discipline evolve

  • Maintain call monitoring scoring database and improve over time

  • Identify gaps to performance standards as described by the Line of Business and perform / coordinate training as necessary

  • Enforce call monitoring policy at manager level to ensure management is participation

  • Communicate out findings in an effective and disciplined manner

  • 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:

  • Details-oriented individual with an ability to maintain focus on a task and improve process

  • Ability to communicate effectively, work with data, and present to groups.

  • Familiarity with Excel, Word, and PowerPoint

  • Sales or mortgage experience a plus

  • Must be highly proficient in Excel and Word

  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

  • Excellent critical thinking, problem solving, mathematical skills and sound judgment

  • Financial Services and, if possible, mortgage industry experience preferred

  • Strong business acumen and ability to interface with executive management

Years of Experience:



Bachelor's Degree

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Requisition ID 21-20328

Location US-CA-Pasadena

Position Type Regular

Category Retail Mortgage Operations

Education Bachelor's Degree

Years of Experience 1