Mortgage Delinquency Resolution Specialist

Pennymac; Carrollton (TX); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Paid Time Off

Wellness Programs

401k & Life Insurance

Tuition Reimbursement

Job summary

Pennymac in the United States is seeking an entry-level Loan Counselor to proactively manage early-stage delinquent loans. You will interact with borrowers, assess repayment capacity, and apply available programs to resolve delinquency while minimizing losses.

You will work with teams across departments to provide clear guidance, document interactions, and maintain accurate loan records. Training and growth opportunities are offered in a supportive environment.

Qualifications

• Entry-level position with learning opportunities.
• Negotiation skills to achieve mutually beneficial outcomes.
• Customer service oriented and service-focused.
• Strong time management to prioritize tasks.
• Regulatory awareness of CFPB and FDCPA.
• Ability to communicate information clearly.
• Effective written and verbal communication.
• Basic computer literacy and systems navigation.

Responsibilities

• Communicate with customers through inbound queues and outbound campaigns to address early-stage loan defaults.
• Proactively manage first payment defaults and apply loss mitigation strategies.
• Update customer records to enable foreclosure alternatives and guide next steps.
• Assist in cross-department call overflow and address customer inquiries.
• Provide comprehensive service, resolution, and documentation for escalated issues.
• Proactively track self-initiated follow-ups for timely resolution.
• Uphold Pennymac values and ensure regulatory compliance.

Skills

Negotiation

Customer Service

Time Management

Regulatory Awareness

Education & Info Delivery

Communication Skills

Computer Literacy

Job description

Pennymac in the United States is seeking an entry-level Loan Counselor to proactively manage early-stage delinquent loans. You will interact with borrowers, assess repayment capacity, and apply available programs to resolve delinquency while minimizing losses.

You will work with teams across departments to provide clear guidance, document interactions, and maintain accurate loan records. Training and growth opportunities are offered in a supportive environment.