Mortgage Retention Specialist - Hybrid

PenFed Credit Union

San Antonio (TX)

Hybrid

USD 26,000 - 50,000

Full time

2 days ago

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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.