Default Loan Counselor II

Pennymac • Carrollton, TX

110d • $40,000 - $60,000

About The Position

The Default Loan Counselor II manages a portfolio of increasingly complex delinquent loans spanning from early to mid-stage by employing advanced collection strategies and foreclosure alternative programs per investor, state and company guidelines. This role involves direct borrower interaction, including escalated issue resolution and balance reconciliation, as well as providing mentorship and support to Loan Counselors through floor-walking and knowledge sharing. The Default Loan Counselor II collaborates with supervisors to resolve intricate cases and coordinate further research when needed, ultimately minimizing losses and achieving sustainable resolutions.

Requirements

• 1-2 years of relevant experience within the field/industry.
• Intermediate understanding of default servicing concepts and relevant regulations, including CFPB and FDCPA.
• Proficient in interpreting and utilizing mortgage terminology for effective loan analysis and problem-solving.
• Ability to analyze and apply Foreclosure (FCL) Alternatives, CFPB, FDCPA, and ECOA regulations to resolve complex loan delinquency issues.
• Growing ability to employ negotiation techniques to achieve positive outcomes, with a focus on building mutually beneficial relationships.
• Proven ability to deliver consistently high-quality, customer-focused service, resolving complex issues and enhancing customer satisfaction.
• Demonstrated ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment.
• Ability to effectively communicate complex information and educate diverse audiences, tailoring delivery to specific needs.
• Ability to utilize various applications effectively.
• Excellent verbal and written communication skills, enabling clear and effective interaction with colleagues and clients.

Responsibilities

• 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.
• 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.
• Perform additional related duties as assigned.
• Mentor new collections staff by delivering practical training and feedback via desk-side support.
• Deliver clear and concise explanations of policies and procedures during team huddles to enhance team understanding.

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