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(#33370) Counselor II, Loan

PENNYMAC
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The Loan Counselor II manages a portfolio of increasingly complex delinquent loans spanning from early to mid-stage by employing advanced collection strategies and foreclosure alternative programs per investor, state and company guidelines. This role involves direct borrower interaction, including escalated issue resolution and balance reconciliation, as well as providing mentorship and support to Loan Counselors through floor-walking and knowledge sharing. The Loan Counselor II collaborates with supervisors to resolve intricate cases and coordinate further research when needed, ultimately minimizing losses and achieving sustainable resolutions.

 

The Loan Counselor II 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
    • 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
    • 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 AND TEAM SUPPORT
    • Mentors’ new collections staff by delivering practical training and feedback via desk-side support
    • Delivers clear and concise explanations of policies and procedures during team huddles to enhance team understanding


What You’ll Bring: 

 

  • 1-2 years of relevant experience within the field/industry
  • Default Servicing & Regulatory Awareness:
    • Intermediate understanding of default servicing concepts and relevant regulations, including CFPB and FDCPA
    • Proficient in interpreting and utilizing mortgage terminology for effective loan analysis and problem-solving
    • Ability to analyze and apply Foreclosure (FCL) Alternatives, CFPB, FDCPA, and ECOA regulations to resolve complex loan delinquency issues
  • Negotiation (Developing): Growing ability to employ negotiation techniques to achieve positive outcomes, with a focus on building mutually beneficial relationships
  • Customer Service (Proficient): Proven ability to deliver consistently high-quality, customer-focused service, resolving complex issues and enhancing customer satisfaction
  • Time Management (Effective): Demonstrated ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment
  • Education & Information Delivery (Clear and Concise): Ability to effectively communicate complex information and educate diverse audiences, tailoring delivery to specific needs
  • Computer Literacy (Proficient): Ability to utilize various applications effectively
  • Communication Skills (Strong): Excellent verbal and written communication skills, enabling clear and effective interaction with colleagues and clients