• Loan Counselor III

    PennyMac (Fort Worth, TX)


    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 Loan Counselor III is responsible for the strategic management of a portfolio of increasingly complex delinquent loans, spanning mid to late-stage. This role requires the application of advanced collection strategies and a deep understanding of investor, state, and company guidelines regarding foreclosure alternatives. The Counselor III engages in direct borrower interaction, resolves escalated issues, reconciles outstanding balances, and provides crucial mentorship and floor support to Loan Counselors. They also collaborate with supervisors to address intricate cases and coordinate further research, ultimately contributing to loss mitigation and achieving sustainable loan resolutions.

    The Loan Counselor III will :

    + CORE LOAN SERVICING

    + Communicate with customers through inbound queues and outbound campaigns to address early to mid-stage loan defaults. Build rapport, determine the reason for delinquency, evaluate repayment capacity and secure payments

    + Accurately update customer financial records to enable the processing of foreclosure alternative programs. Provide clear and concise updates to customers regarding program outcomes and guide them through the recommended next steps

    + Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes

    + Assist in cross department call overflow and addressing customer inquiries

    + Provide comprehensive service, resolution, and detailed documentation for escalated customer issues

    + Reactively manage and track self-initiated follow-ups to ensure timely resolution

    + Effectively collaborate and communicate with various departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation, and Customer Service

    + Perform additional related duties as assigned

    + RISK MANAGEMENT

    + Consistently uphold and promote the organization's desired culture and values through professional conduct

    + Proactively ensure compliance with all relevant regulatory requirements and legal guidelines

    + ADMINISTRATIVE TEAM SUPPORT

    + Mentors’ new collections staff by delivering practical training and feedback via desk-side support

    + Facilitates and delivers clear and concise explanations of policies and procedures during team huddles to enhance team understanding

    + Facilitate question resolution within the team's communication channel

     

    What You’ll Bring

     

    + 3-4 years of relevant experience within the field/industry.

    + Default Servicing & Regulatory Awareness:

    + Demonstrated in-depth understanding of default servicing principles and regulatory frameworks, including CFPB and FDCPA, enabling strategic application to complex delinquency scenarios

    + Proficient in interpreting and utilizing mortgage terminology for effective loan analysis and problem-solving.

    + Proven ability to analyze and apply Foreclosure (FCL) Alternatives, CFPB, FDCPA, and ECOA regulations achieve optimal resolutions in complex loan delinquency situations.

    + Negotiation (Advanced Development): Progressive mastery of advanced negotiation techniques, focused on cultivating and maintaining mutually beneficial relationships.

    + Customer Service (Proficient): Proven ability to deliver consistently high-quality, customer-focused service, resolving complex issues and enhancing customer satisfaction.

    + Time Management (Proficient): Demonstrated ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment.

    + Education & Information Delivery (Clear and Concise): Proven ability to effectively communicate complex information and educate diverse audiences, tailoring delivery to specific needs.

    + Communication Skills (Exceptional): Excellent verbal and written communication skills, enabling clear and effective interaction with colleagues and clients.

    + Microsoft Office Proficiency: Proficiency in Microsoft Office Suite applications (Word, Excel, PowerPoint), including the ability to utilize advanced functions for data analysis and reporting.

    + Computer Literacy (Advanced): Ability to troubleshoot technical issues and utilize applications effectively.

     

    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: 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.

     

    Salary

     

    $45,000 - $66,000

     

    Work Model

    OFFICE