Retention Specialist

Overview

Pen Fed 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. Specialists will communicate with members in pursuit of delinquency alternatives while ensuring the highest level of customer service. Duties include maintaining regular account follow‑ups for both hardship resolutions and/or payments of outstanding mortgage balances.

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.

• Handling interactions with mortgage members and processing communications needed 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’s payments in accordance with payment due dates.
• Identifying opportunities to streamline and automate internal processes and assist with improving efficiencies to increase the effectiveness of the department.
• Providing timely follow‑up on payment arrangements.
• Addressing and resolving general and escalated member issues.
• Keeping notes on all calls so that a history is maintained for all accounts regarding collections efforts. Notes must be clear and concise so that readers can understand the hardship issue.

This role is responsible for ensuring business continuity.

Equivalent combination of education and experience is considered.

• High School diploma or general education degree (GED).
• Minimum of 3+ years of related experience preferred; strong Mortgage Servicing background highly preferred.
• Must be upbeat and positive.
• Knowledge of servicing of Fair Debt Collection Practice Act (FDCPA).
• Must be proficient in Microsoft Office suite.
• Ability to work independently as well as part of a team and focus results.
• Experience with telephone customer contact.

This position will not supervise employees.

There are no additional certifications required.

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.

Ability to travel to various worksites and be on‑call may be required.

Established in 1935, Pen Fed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. 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 Pen Fed 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.

Pen Fed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. Pen Fed 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 Pen Fed.

Contact human resources (HR) with any questions or requests for accommodation at 402‑639‑8568.