Loan Counselor I - Collections

Pennymac Fort Worth , TX 76102

Posted 2 months ago


The Loan Counselor's primary responsibility is to effectively service early stage delinquent loans by utilizing collection techniques, strategies, and exploring investor, state, and company foreclosure alternative programs to mitigate losses. The Loan Counselor will work directly with each customer to reach a permanent solution to their delinquency.

Job Description

  • Receive calls through an inbound queue or outbound call campaign to assist customers with resolving their early stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable

  • Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received

  • Effectively service, resolve and document escalated customer issues

  • Manage self-follow-ups to ensure that they are addressed in a timely manner

  • Interface and coordinate with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation and Customer Service

  • Perform all duties in accordance with company policies and procedures and state and federal laws

  • Perform other related duties as required and assigned

  • Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

  • Some understanding with CFPB, FDCPA and ECOA regulations, preferred

  • Excellent internal and external customer service skills, including professional telephone manner and ability to write clear and concise business correspondence

  • Negotiation skills with the ability to effectively resolve delinquency

  • Solid time management skills, including the ability to multi task and prioritize work assignments to adhere to timelines

  • Ability to identify, analyze and problem solve pending foreclosure situations

  • Skilled at making decisions independently within set policies and procedures

  • Excellent computer skills, including proficiency in Microsoft Excel, Word; MSP preferred

  • Ability to work a flexible shift and overtime when required

Years of Experience:


High School Diploma/GED

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Loan Counselor I - Collections