Loan Counselor I: Delinquency & Recovery Solutions

PENNYMAC; Moorpark (CA); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Paid Time Off

Wellness Programs

Retirement benefits

Philanthropy programs

Job summary

Pennymac is seeking an Entry to mid-level Loan Counselor to engage borrowers in early-stage delinquency resolution. You will leverage programs to minimize losses, communicate clearly, and document customer interactions.

This role emphasizes compliance with CFPB and FDCPA guidelines and requires solid interpersonal and organizational skills. The position is office-based in the Moorpark area, with a focus on proactive outreach, accurate record-keeping, and collaboration across teams to deliver

Qualifications

• Negotiation basics to achieve favorable outcomes.
• Proven ability to provide effective customer service.
• Ability to prioritize tasks and manage time.
• Awareness of default servicing regulations (CFPB, FDCPA).
• Strong verbal and written communication abilities.
• Basic to intermediate computer systems proficiency.

Responsibilities

• Communicate with customers through inbound queues and outbound campaigns to address early-stage loan defaults; build rapport and evaluate repayment capacity.
• Proactively manage first payment defaults with appropriate collection and loss mitigation strategies.
• Update customer financial records to enable foreclosure alternative programs; provide clear updates on outcomes and next steps.
• Assist in cross-department call overflow and address customer inquiries.
• Provide comprehensive service, resolution, and detailed documentation for escalated issues.
• Proactively follow up to ensure timely resolution and maintain accurate records.
• Perform related duties and uphold Pennymac values and regulatory compliance.

Skills

Negotiation

Customer Service

Time Management

Regulatory Awareness

Communication Skills

Computer Literacy

Job description

Pennymac is seeking an Entry to mid-level Loan Counselor to engage borrowers in early-stage delinquency resolution. You will leverage programs to minimize losses, communicate clearly, and document customer interactions.

This role emphasizes compliance with CFPB and FDCPA guidelines and requires solid interpersonal and organizational skills. The position is office-based in the Moorpark area, with a focus on proactive outreach, accurate record-keeping, and collaboration across teams to deliver