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PenFed Credit Union Home Retention Specialist III 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 III at our Frisco, Texas location. The Home Retention Specialist III will act as a flexible agent to assist the call center in multipl;e departments including Member Service, Collections and Loss Mitigation. Home Retention specialists will assist in maintaining call volumes and goals along with daily outbound calling and completing loan tasks. The Home Retention Specialist III will need to be able to handle member inquiries and discuss a variety of routine functions throughout the loss mitigation or liquidation process, hardship resolutions or normal member service inquires about their mortgage. 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. Promote online banking, guiding members through self service options and helping troubleshoot issues Building realtionships and collecting basic information from our members over the phone Handles member complaints and escalates issues to Manager as needed Be the primary contact for members and approved third parties while providing excellent member service. Conduct outbound calls to loans once to twice a week, with the ability to sort and focus on any given investor or portfolio Understand and discuss with members the Loss Mitigation options and general requirements for a liquidation workout Serves as a backup Collector/ Member Service Specialist upon the needs of the department and for business continuity. The ability to multitask in a fast paced environment with the ability to meet tight deadlines Excellent verbal and written communication skills Proficient in MSOffice Windows, MS Word, MS Excel and MS Outlook Monitor member status on repayment plans, forbearance plans and trial period plans Ensure investor and state specific letters and call attempts are completed as required Review open accounts for collection and skip trace efforts Collect members payments in accordance with payment due dates Identify opportunities to streamline and automate internal processes. Assist with improving efficiencies to increase the effectiveness of the department. Specialists are required to keep notes on all calls so that a history is maintained for all accounts regarding home retention efforts. Notes must be clear and concise so that readers can understand the hardship issue. 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 5 years of related experience preferred, Loss Mitigation, or other mortgage banking, mortgage servicing or real estate related experience 5 or more years of telephone member 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 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