Retention Specialist

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 will 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.

• Responsibilities include, but are not limited to, 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
• Review open accounts for collection and skip trace efforts
• Collect member's 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.
• Provide timely follow-up on payment arrangements
• Address and resolve general and escalated member issues
• Home Retention specialists are required to keep notes on all calls so that a history is maintained for all account 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.
• Experience using A.I. tools preferred.

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.

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.

This position is eligible for an individual performance based annual bonus.

• At Pen Fed, 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.

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (Pen Fed) is one of America's largest federal credit unions, serving 2.8 million members…