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PenFed Credit Union Home Retention Specialist II in Frisco, Texas

Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Home Retention Specialist II at our Frisco, Texas location. The Home Retention Specialist II will handle member inquiries and discuss a variety of routine functions throughout the loss mitigation process. In addition to mitigating losses, the specialist II will be responsible to receive and make in and outbound calls while updating members financial information to provide the best hardship alternative program. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Manage an investor, insurer or portfolio specific portfolio Receive inbound or make outbound calls to assist members with inquiries regarding their home retention option, supporting documentation requirements or general loan servicing questions Meet investor and or state-specific guidelines to set up approved repayment, trial or forbearance plans Update member financial information based off change in circumstance or to address member hardship at plan Respond to member communications and authorized third parties to ensure items are acknowledged and processed in a timely manner Ensure investor and state specific letters and call attempts are completed as required Collaberate and coordinate with servicing departments, including collections, property preservation, foreclosure and bankruptcy. Accountable for performing all duties in accordance with company policies and procedures and state and federal laws Demonstrate behaviors which are aligned with the organization’s desired culture and values This role is responsible for ensuring business continuity. Qualifications Equivalent combination of education and experience is considered. High School diploma or general education degree (GED) Minimum of 3+ years of related experience preferred, Loss Mitigation, or other mortgage banking, mortgage servicing or real estate related experience 2 or more years of telephone customer contact experience Knowledge of servicing of Fair Debt Collection Practice Act (FDCPA) Ability to work independently as well as part of a team and focus results Supervisory Responsibility This position will not directly supervise employees Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. Travel Ability to travel to various worksites and be on-call may be required. Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world.  In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256. #LI-LK1

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