Home Retention Representative I

PHFA Pennsylvania Housing Finance Agency; Harrisburg (Dauphin County); On-site; USD 40,000 - 55,000; Full time

Job summary

The PHFA Pennsylvania Housing Finance Agency is looking for a Home Retention Representative in Harrisburg, PA. This role involves managing Non-FHA and FHA mortgage loans that are 1-2 months delinquent, requiring handling of a high volume of calls while ensuring timely communication with borrowers.

Ideal candidates will possess strong communication skills, organizational abilities, and a minimum of one year of experience in the mortgage or collections field. A high school diploma or GED is required, with an associate’s degree preferred.

Join us at PHFA, where diversity and equal opportunity are at the forefront of our hiring initiatives.

Qualifications

• High school diploma or GED required.
• At least one year of experience in mortgage or collections preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multi-tasking abilities.

Responsibilities

• Manage inbound and outbound calls with a minimum of 160 calls per day.
• Maintain and manage an auto-queue for delinquent accounts.
• Document all activity on each account in the servicing system.
• Research designated websites for current contact information.

Skills

Communication skills

Organizational abilities

Multi-tasking

Team mentality

Education

High school diploma or GED

Associate’s degree or higher preferred

Job description

Overview

The Home Retention Representative will manage Non-FHA and FHA mortgage loans that are 1-2 months delinquent. The role involves handling inbound and outbound calls, maintaining account records, and ensuring timely communication with borrowers.

Responsibilities

• Take incoming calls and make outgoing calls with a minimum of 160 calls per day.
• Maintain and manage an auto‑queue for Non‑FHA and FHA accounts that are 15‑60 days delinquent, handling both incoming and outgoing calls.
• Document all activity on each account in the servicing system.
• Update borrower information in the servicing system as needed.
• Send letters and emails encouraging borrowers to contact PHFA.
• Monitor the collection voicemail box and return calls in a timely manner.
• Work the NSF (non‑sufficient‑funds) queue.
• Research designated websites for current phone numbers or addresses of borrowers.
• Maintain a neat and organized work area.
• Complete other duties assigned by the Manager of Default Servicing.
• Handle incoming and outgoing calls in a professional manner, ensuring clear communication over the phone.
• Work one evening per week (Monday through Thursday, 10:30am–7pm).

Qualifications

• High school diploma or GED required; associate’s degree or higher preferred.
• At least one year of experience in mortgage or collection field preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multi‑tasking abilities.
• Capacity to perform a high volume of work daily under pressure and meet deadlines.
• Team mentality and ability to work independently.
• Must hold a satisfactory attendance record.

EEO Statement

As an employer, PHFA is committed to having a workforce that is diverse and reflects the residents that it serves. We strive to maintain a workplace where all employees and applicants for employment receive equal opportunities in all aspects of employment. The Pennsylvania Housing Finance Agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, disability, family status, gender, national origin, political affiliation, race or religion.