Default Loan Counselor I

Private National Mortgage Acceptance Company, LLC; Carrollton (TX); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Wellness Programs

Retirement benefits

Philanthropy Programs

Job summary

Pennymac is seeking an Entry-level Loan Counselor to proactively manage early-stage delinquent loans and engage borrowers to assess their financial situations. The role focuses on applying collection strategies, guiding borrowers toward foreclosure alternatives, and ensuring accurate documentation in line with investor programs and regulatory requirements.

Responsibilities include contacting customers, updating financial records, and providing clear program outcomes.

Qualifications

• Entry-level position with learning opportunity.
• Familiarity with CFPB and FDCPA is preferred.
• Strong communication and customer service orientation required.
• Ability to manage time and prioritize tasks effectively.
• Ability to learn default servicing concepts and regulatory requirements.

Responsibilities

• Interact with borrowers to understand financial situations and apply collection strategies.
• Address early-stage loan defaults via inbound/outbound contact.
• Update customer records accurately and explain program outcomes clearly.
• Assist in handling cross-department call overflow and inquiries.
• Document fully and maintain compliant processes per regulatory guidelines.

Skills

Negotiation

Customer Service

Time Management

Default Servicing & RegulatoryAwarenes

Education & Information Delivery

Communication Skills

Computer Literacy

Job description

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 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 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.

The Loan Counselor will:

• 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

What You’ll Bring

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

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

• 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

$39,000 - $55,000

Work Model

OFFICE