A Typical Day

Conduct analysis of customer interaction data (call center logs, virtual agent transcripts, web/mobile usage) to identify trends and root causes of inquiries. Evaluate escalation patterns to understand why customers contact the call center after using the virtual agent and recommend improvements to enhance bot effectiveness. Analyze the Customer Email/Text Notification (CEP) application to measure its impact on customer behavior and inbound call reduction. Translate findings into actionable insights and strategic recommendations to improve self-service capabilities. Design and maintain reporting pipelines using Snowflake and SQL to ensure accurate, performant data. Create interactive dashboards in Tableau for managers to visualize KPIs on engagement and efficiency. Write complex SQL queries to extract and aggregate data for ad-hoc leadership requests. Consolidate and clean large datasets from multiple channels for unified analysis. Prepare training sets for machine learning models to improve automated bots and develop validation rules to ensure data integrity. Partner with stakeholders to define analytical needs and translate business requirements into technical specifications. Present findings clearly to both technical and non-technical audiences to drive informed decisions.

What You'll Bring

Master's degree or foreign equivalent in Business Analytics or related field, plus two (2) years of post-baccalaureate experience in a position conducting data analysis, SQL, forecasting and optimization. Experience must include advanced VBA, including macros, Power Pivot, Power Query and ODBC integrations; Power BI; and SQL/MySQL.

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.

#LI-DNI

Salary

$96,034
Work Model

OFFICE