• Delinquent Loan Counselor II

    PennyMac (Moorpark, CA)


    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 Delinquent Loan Counselor serves as the primary point of contact for borrowers experiencing financial difficulties that could risk their homeownership. This role is dedicated to helping these individuals explore and understand all available options, including working with borrowers to identify solutions for maintaining their homes and, when necessary, guiding them through loan liquidation processes. Ultimately, our Delinquent Loan Counselors are expected to proactively engage with borrowers, thoroughly understand their situations, and provide informed guidance. This position offers the opportunity to earn a monthly incentive bonus based on performance metrics. We also recognize and value bilingual skills; Spanish-certified Loan Counselors will receive an additional incentive for each Spanish call handled, providing an increased earning opportunity for those with Spanish language proficiency. This is a full-time, in-office position.

    The Delinquent Loan Counselor 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

    + RISK MANAGEMENT

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

    + ADMINISTRATIVE AND TEAM SUPPORT

    + Mentors new collections staff by providing practical training and feedback through desk-side support

    + Perform additional related duties as assigned

     

    What You’ll Bring

     

    + 1-2 years of relevant experience within the field and/or industry

    + Default Servicing & Regulatory Awareness

    + Growing ability to employ negotiation techniques to achieve positive outcomes, with a focus on building mutually beneficial relationships

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

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

     

    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 - $60,000

     

    Work Model

    OFFICE