Home Retention Specialist I

About the role

PenFed is hiring a (Hybrid) Home Retention Specialist I at our San Antonio, Texas or Irving, Texas Service Center. The Home Retention Specialist will be responsible for daily mortgage collection efforts, communicating with members in pursuit of delinquency alternatives while ensuring the highest level of customer service. Duties include maintaining regular account follow-ups for hardship resolutions and/or payments of outstanding mortgage balances. The role is performed in an indoor office setting with moderate noise and may require the ability to lift 25 pounds, travel to various worksites, and be on-call as needed. This position is responsible for ensuring business continuity.

Responsibilities

• Handling interactions with mortgage members and processing communications through various channels.
• Maintaining servicing protocols including, but not limited to Investor or Insurer, Federal and State servicing guidelines and requirements.
• Meeting established servicer performance benchmarks.
• Reviewing open accounts for collection and skip trace efforts.
• Collecting member payments in accordance with payment due dates.
• Identifying opportunities to streamline and automate internal processes.
• Assisting with improving efficiencies to increase department effectiveness.
• Providing timely follow-up on payment arrangements.
• Addressing and resolving general and escalated member issues.
• Keeping clear and concise notes on all calls to maintain a history of collection efforts and hardship issues.

Qualifications

• High School diploma or GED (equivalent combination of education and experience considered).
• Minimum of 3+ years of related experience preferred; strong Mortgage Servicing background highly preferred.
• Must be upbeat and positive.
• Knowledge of the Fair Debt Collection Practices Act (FDCPA).
• Proficiency in Microsoft Office suite.
• Ability to work independently and as part of a team, focusing on results.
• Experience with telephone customer contact.
• Experience using AI tools preferred.
• No supervisory responsibility.
• No additional licenses or certifications required.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Pay

The anticipated starting hourly range for this role is $18.56 - $36.42. This position is eligible for an organizational performance-based annual bonus, subject to board discretion and approval, and an individual performance-based annual bonus.