Home Retention Specialist I - Irving, Texas

PenFed Credit Union; Irving (TX); Hybrid; USD 39,000 - 76,000; Full time

Job summary

PenFed Credit Union is hiring a Hybrid Home Retention Specialist I at our Texas service centers in San Antonio or Irving. The role focuses on daily mortgage collection, pursuing delinquency alternatives, and maintaining excellent member service.

You will manage follow-ups and document case history to support hardship resolutions and payments. You are expected to use Mortgage Servicing best practices, stay compliant with FDCPA, and leverage Microsoft Office and AI tools to improve efficiency.

Qualifications

• High School diploma or GED required or equivalent.
• 3+ years of related mortgage servicing experience preferred; FDCPA knowledge beneficial.
• Must be upbeat and positive with strong customer service
• Proficient in Microsoft Office suite and basic technology tools
• Experience with telephone customer contact and independent work style

Responsibilities

• Handle interactions with mortgage members and process communications through various channels.
• Maintain servicing protocols per Investor/Insurer and Federal/State guidelines.
• Meet established servicer performance benchmarks.
• Review open accounts for collection and skip trace efforts.
• Collect member payments in accordance with due dates.
• Identify opportunities to streamline and automate internal processes.
• 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 collections.

Skills

Mortgage Servicing

Telephone support

AI tools usage

Independent work

Education

High School diploma or GED

Tools

Microsoft Office

AI tools

Job description

Job Overview

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.

Responsibilities

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.*

Qualifications

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 Transparency

The anticipated starting hourly range for this role is $ 18.56 - $ 36.42

This 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.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at [e-mail].