Default Loan Counselor I

Pennymac • Carrollton, TX

118d • $39,000 - $55,000

About The Position

The Default Loan Counselor plays a crucial role in proactively managing and resolving early-stage delinquent loans. This role involves direct interaction with borrowers to understand their financial situation, apply effective collection strategies, and explore available foreclosure alternative programs. The Default Loan Counselor will leverage investor, state, and company-specific programs to develop and implement sustainable solutions, ultimately minimizing losses and guiding borrowers towards a permanent resolution of their delinquency.

Requirements

• Entry-level position, offering a great learning opportunity for those with or without prior work experience.
• Basic proficiency in negotiation techniques to achieve mutually beneficial outcomes.
• Demonstrated ability to provide effective and customer-focused service.
• Ability to prioritize tasks and manage time efficiently.
• Ability to learn and understand default servicing concepts and relevant regulations, including CFPB and FDCPA.
• Capacity to effectively communicate information and educate others.
• Strong foundational verbal and written communication abilities.
• Fundamental understanding and ability to navigate computer systems and software.

Responsibilities

• Communicate with customers through inbound queues and outbound campaigns to address early-stage loan defaults.
• Build rapport, determine the reason for delinquency, evaluate repayment capacity and secure payments.
• Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies.
• 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.
• Assist in cross department call overflow and addressing customer inquiries.
• Provide comprehensive service, resolution, and detailed documentation for escalated customer issues.
• Proactively manage and track self-initiated follow-ups to ensure timely resolution.
• Perform additional related duties as assigned.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed