PennyMac: Lending an Improving Customer Experience


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

PennyMac is a top US mortgage lender with a commitment to delivering an outstanding customer experience to its clients.

As a top national mortgage lender, PennyMac Loan Services is committed to providing its customers with a range of innovative mortgage solutions. Whether they’re new to the home loan process or experienced buyers specifically seeking a competitive conventional, FHA, VA, investment property or Jumbo loan, PennyMac is dedicated to offering competitive rates and superior service. As a major loan servicer, the company also supports more than 1,600,000 PennyMac home loan customers.

 

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In this case study, you’ll learn how the PennyMac CX team has worked closely with Confirmit’s consultants to deliver an award-winning Voice of the Customer program. The company’s approach doesn’t focus simply on measuring reality, it deals in changing it.

The combined PennyMac and Confirmit team kicked things off with a Customer Experience Maturity Assessment, an interactive session with Confirmit’s consultants to understand where they stood, and how to move forward. The assessment helped identify key areas that provided opportunities for improvement and helped the team set their course for moving forward.

Find out how by really listening to customers and focusing on using insight to make smarter decisions, PennyMac has  been able to reduce calls into the contact center, improve customer communications, and build a strong corporate culture – all with a CX team of just two people!



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