Pros
The people at the ground level remain hardworking and dedicated. For a long time, the culture and sense of team were genuine strengths that made this a good place to work.
Cons
Over the past year, leadership decisions have significantly eroded the culture and trust that once defined this company. A choice was made to close a domestic site in MO and shift that work to offshore resources. In practice, those resources were only equipped to handle a small percentage of call volume, leaving them underutilized while operational gaps went unaddressed. What compounded the frustration was that leadership did not take ownership of the shortfall or communicate honestly about what went wrong and what would be done to fix it. Following the acquisition by Pennymac, employees were given direct assurances from both CEOs that there would be no layoffs. That commitment was broken within three weeks, with a notable number of people let go shortly after. Whatever the business rationale, making explicit promises during an acquisition and walking them back that quickly sends a clear message about how leadership values transparency. Honesty and accountability are not small things they are what employees rely on to make decisions about their careers and their lives. The culture here has been declining, and it traces directly to a pattern of decisions made without transparency or follow through. Current and prospective employees deserve better than that.