Default Loan Counselor II

PennyMac•Moorpark, CA

69d•$40,000 - $60,000•Onsite

About The Position

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 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
Default Servicing & Regulatory Awareness: 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
Negotiation (Developing): Growing ability to employ negotiation techniques to achieve positive outcomes, with a focus on building 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 (Effective): Demonstrated ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment
Education & Information Delivery (Clear and Concise): Ability to effectively communicate complex information and educate diverse audiences, tailoring delivery to specific needs
Computer Literacy (Proficient): Ability to utilize various applications effectively
Communication Skills (Strong): 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
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
Mentors' new collections staff by delivering practical training and feedback via desk-side support
Delivers 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

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