Home Retention Specialist I

PenFed Credit Union; San Antonio (TX); Hybrid; USD 26,000 - 50,000; Full time

Job summary

PenFed Credit Union in San Antonio, TX or Irving, TX is hiring a Hybrid Home Retention Specialist I to support daily mortgage collection efforts and pursue delinquency alternatives with members. The role emphasizes maintaining regular account follow-ups for hardship resolutions and/or payments while delivering high levels of customer service.

Equivalent combination of education and experience is considered. Travel to various worksites may be required and on-call duties could apply.

Qualifications

• High School diploma or GED required.
• Minimum of 3+ years of related experience preferred; strong Mortgage Servicing background highly preferred.
• Must be upbeat and positive.
• Knowledge of servicing of FDCPA.
• Must be proficient in Microsoft Office suite.
• Experience with telephone customer contact.
• Experience using AI tools preferred.

Responsibilities

• Handle interactions with mortgage members and processing communications needed through various channels.
• Maintain servicing protocols including Investor or Insurer, Federal and State servicing guidelines and requirements.
• Meet established servicer performance benchmarks.
• Review open accounts for collection and skip trace efforts.
• Collect member payments in accordance with payment due dates.
• Identify opportunities to streamline and automate internal processes to increase department efficiency.
• Provide timely follow-up on payment arrangements.
• Address and resolve general and escalated member issues.
• Keep notes on all calls to maintain a clear history of collection efforts.

Skills

Microsoft Office

Telephone customer contact

AI tools

Teamwork

Education

High School diploma or GED

Tools

Microsoft Office

Job description

PenFed is hiring a (Hybrid) Home Retention Specialist I at our San Antonio, Texas or Irving, Texas Service Center. The Home Retention Specialist will be responsible for daily mortgage collection efforts. Specialists will communicate with members in pursuit of delinquency alternatives. While ensuring the highest level of customer service, duties will include; maintaining regular account follow-ups for both hardship resolutions and/or payments of outstanding mortgage balances.

Equivalent combination of education and experience is considered.

• High School diploma or general education degree (GED).
• Minimum of 3+ years of related experience preferred; strong Mortgage Servicing background highly preferred.
• Must be upbeat and positive.
• Knowledge of servicing of Fair Debt Collection Practice Act (FDCPA).
• Must be proficient in Microsoft Office suite.
• Ability to work independently as well as part of a team and focus results.
• Experience with telephone customer contact.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call may be required.

Pay TransparencyThe anticipated starting hourly range for this role is $18.56 - $36.42This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.This position is eligible for an individual performance based annual bonus.

#LI-Hybrid

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Responsibilities include, but are not limited to, handling interactions with mortgage members and processing communications needed through various channels.
• Maintaining servicing protocols including, but not limited to Investor or Insurer, Federal and State servicing guidelines and requirements
• Meeting established servicer performance benchmarks
• Review open accounts for collection and skip trace efforts
• Collect member’s payments in accordance with payment due dates
• Identify opportunities to streamline and automate internal processes. Assist with improving efficiencies to increase the effectiveness of the department.
• Provide timely follow-up on payment arrangements
• Address and resolve general and escalated member issues
• Home Retention specialists are required to keep notes on all calls so that a history is maintained for all account regarding collections efforts. Notes must be clear and concise so that readers can understand the hardship issue.

*This role is responsible for ensuring business continuity.*