Hybrid Mortgage Retention Specialist I

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

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.