Default Loan Counselor III

Loan Counselor III

Pennymac (NYSE : PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

The Loan Counselor III is responsible for the strategic management of a portfolio of increasingly complex delinquent loans, spanning mid to late-stage. This role requires the application of advanced collection strategies and a deep understanding of investor, state, and company guidelines regarding foreclosure alternatives. The Counselor III engages in direct borrower interaction, resolves escalated issues, reconciles outstanding balances, and provides crucial mentorship and floor support to Loan Counselors. They also collaborate with supervisors to address intricate cases and coordinate further research, ultimately contributing to loss mitigation and achieving sustainable loan resolutions.

The Loan Counselor III will :

• CORE LOAN SERVICING
• Communicate with customers through inbound queues and outbound campaigns to address early to mid-stage loan defaults. Build rapport, determine the reason for delinquency, evaluate repayment capacity and secure payments
• Accurately update customer financial records to enable the processing of foreclosure alternative programs. Provide clear and concise updates to customers regarding program outcomes and guide them through the recommended next steps
• Ensure proficiency in all Collections queues to provide flexible support based on fluctuating needs and call volumes
• Assist in cross department call overflow and addressing customer inquiries
• Provide comprehensive service, resolution, and detailed documentation for escalated customer issues
• Reactively manage and track self-initiated follow-ups to ensure timely resolution
• Effectively collaborate and communicate with various departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation, and Customer Service
• Perform additional related duties as assigned
• RISK MANAGEMENT
• Consistently uphold and promote the organization's desired culture and values through professional conduct
• Proactively ensure compliance with all relevant regulatory requirements and legal guidelines
• ADMINISTRATIVE TEAM SUPPORT
• Mentors' new collections staff by delivering practical training and feedback via desk-side support
• Facilitates and delivers clear and concise explanations of policies and procedures during team huddles to enhance team understanding
• Facilitate question resolution within the team's communication channel

What You'll Bring :

Why You Should Join :

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values : to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.

Benefits That Bring It Home :

Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include :

To learn more about our benefits visit : Pennymac's Benefits

Compensation :

Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below :

Some roles may be eligible for performance-based compensation and / or stock-based incentives awarded to employees based on company and individual performance.

Salary $45,000 - $66,000 Work Model OFFICE