Loan Counselor II

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. 

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.

The Loan Counselor’s II primary responsibility is to effectively service mid to late stage delinquent loans by communicating with borrowers to determine their financial situation and to educate the customer on all possible Home Retention options to solve their delinquency according to department, company and federal guidelines.

The Loan Counselor II will:

• Receive calls to assist customers with resolving their mid to late stage default by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering Home Retention when applicable
• Discuss customer's financial status and counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures
• Effectively follow required scripting and the ability to manage the flow of the call with the customer
• Ability to understand and explain financial matters, details of modifications, and foreclosures
• Perform other related job duties as required
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• Associate’s degree or equivalent work experience
• 3 years of relevant work experience
• Some understanding with CFPB, FDCPA and ECOA regulations, preferred
• Excellent computer skills, including proficiency in Microsoft Excel, Word
• Excellent internal and external customer service skills, including professional telephone manner and ability to write clear and concise business correspondence
• Negotiation skills with the ability to effectively resolve delinquency 

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. 

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. 

Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: 

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave 
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement 
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

To learn more about our benefits visit: https://pennymacnews.page.link/benefits

Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:

• Lower in range - Building skills and experience in the role
• Mid-range - Experience and skills align with proficiency in the role 
• Higher in range - Experience and skills add value above typical requirements of the role 

Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. 

Salary : $39,000 - $55,000