Loan Counselor II

Pennymac • Fort Worth, TX

404d • $39,000 - $55,000

About The Position

The Loan Counselor II at Pennymac is responsible for servicing mid to late stage delinquent loans by communicating with borrowers to assess their financial situations and educate them on available Home Retention options. This role is crucial in helping customers navigate their delinquency while adhering to company and federal guidelines.

Requirements

• Associate's degree or equivalent work experience.
• 3+ years of relevant work experience.
• Some understanding of CFPB, FDCPA, and ECOA regulations (preferred).
• Excellent computer skills, including proficiency in Microsoft Excel and Word.
• Excellent internal and external customer service skills, including a professional telephone manner and the ability to write clear and concise business correspondence.
• Negotiation skills with the ability to effectively resolve delinquency.

Nice To Haves

• Understanding of CFPB, FDCPA, and ECOA regulations.

Responsibilities

• Receive calls to assist customers with resolving their mid to late stage default by establishing the reason for the delinquency and understanding their ability to pay.
• Secure payment(s) and offer Home Retention options when applicable.
• Discuss customer's financial status and counsel borrowers on options for meeting their payment obligations, explaining terms and arranging repayment plans based on department procedures.
• Effectively follow required scripting and manage the flow of the call with the customer.
• Understand and explain financial matters, details of modifications, and foreclosures.
• Perform other related job duties as required.
• Demonstrate behaviors aligned with the organization's desired culture and values.

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Real Estate
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees