Default Loan Counselor I

Affordability

The Default Loan Counselor position offers a competitive salary range of $39,000 - $55,000, depending on experience and skills.

Responsibilities

• Communicate with customers through inbound queues and outbound campaigns to address early-stage loan defaults.
• Build rapport, determine the reason for delinquency, evaluate repayment capacity, and secure payments.
• Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies.
• 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.
• Proactively manage and track self-initiated follow-ups to ensure timely resolution.
• Perform additional related duties as assigned.

Qualifications

• Entry-level position, offering a great learning opportunity for those with or without prior work experience.
• Negotiation: Basic proficiency in negotiation techniques to achieve mutually beneficial outcomes.
• Customer Service: Demonstrated ability to provide effective and customer-focused service.
• Time Management: Ability to prioritize tasks and manage time efficiently.
• Default Servicing & Regulatory Awareness: Ability to learn and understand default servicing concepts and relevant regulations, including CFPB and FDCPA.
• Education & Information Delivery: Capacity to effectively communicate information and educate others.
• Communication Skills: Strong foundational verbal and written communication abilities.
• Computer Literacy: Fundamental understanding and ability to navigate computer systems and software.

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)
• Retail benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

Why Join Us?

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.