Home Retention Representative I

Pennsylvania Housing Finance Agency; Harrisburg (Dauphin County); On-site; USD 38,000 - 52,000; Full time

Job summary

The Pennsylvania Housing Finance Agency is seeking a detail‑oriented position focusing on delinquency management for FHA and non‑FHA accounts. You will handle a high volume of calls, update borrower records, and encourage borrowers to engage with PHFA using letters and emails.

Qualified candidates typically have 1–3 years of relevant experience, with Spanish language ability preferred. The role requires evening work once weekly and strong communication skills in a fast‑paced environment.

Qualifications

• 1-3 years of relevant professional experience.
• Spanish language ability preferred.

Responsibilities

• Maintain an auto queue of delinquent accounts and make 160 calls per day.
• Notate activity in the servicing system for each account.
• Update borrower information in the servicing system as applicable.
• Send letters and emails encouraging borrowers to contact PHFA.
• Monitor the collection voicemail box and return calls promptly.
• Work the NSF queue and research contact details when needed.
• Talk, listen, and speak clearly on the telephone.
• Work one evening per week (Mon–Thu, 10:30am–7pm).
• Be organized, multi-task, and able to work under pressure.
• Demonstrate a team mindset and independence as required.

Skills

Spanish language

Phone communication

Job description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

Job Description

Key Responsibilities

Maintain an auto queue of Non-FHA and FHA accounts that are 15-60 days delinquent; make outgoing calls and take incoming calls through a designated phone queue with a minimum requirement of 160 calls per day.

Notate servicing system of all activity on each account

Update borrower information in the servicing system as applicable

Send letters and emails encouraging the borrower to contact PHFA

Monitor the collection voicemail box. Return voicemail calls to borrower in a timely manner

Work the NSF (non-sufficient funds) queue

Research designated websites for a current phone number or address for a borrower as needed

Must be able to talk, listen and speak clearly on telephone

Must work one (1) evening per week (Monday through Thursday - work hours that day are from 10:30am-7 pm

Must be organized and able to multi-task

Ability to perform a high volume of work daily

Must be able to work under pressure and meet deadlines

Must have a team mentality

Ability to work independently

Bilingual (Spanish) preferred

Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and/or equipment appropriate to area of specialization; performs routine and/or repetitive tasks; limited decision making required; generally works under close supervision; work is performed from within specific limits of established procedures and/or defined instructions.

Qualifications

Relevant professional experience (1-3 years), Spanish

Experience

Relevant professional experience (1-3 years)

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. There are numerous policies in place at PHFA to help us honor this commitment.

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.

Diversity Statement

PHFA values, honors and commits to the equitable treatment and elimination of discrimination in all forms. We are committed to the diversity of all staff, and in all programs and services offered.