PennyMac Home Retention Specialist I in Fort Worth, Texas

Requisition Number

17-0799

Title

Home Retention Specialist I

Department

MOD Spoc

City

Fort Worth

State

TX

Job Description

The Loss Mitigation Specialist primary responsibility is to serve as the customer’s single point of contact (SPOC) for investor, state and company repayment, forbearance, HHF/ EHLP and SCRA foreclosure alternative initiatives. In addition, the specialist

will mitigate losses and ensure program compliance.

  • Manage an investor or state specific portfolio

  • Receive inbound calls to assist customers with inquiries regarding their repayment or forbearance plan, HHF/EHLP, SCRA program or general loan servicing questions

  • Conduct outbound call campaigns to secure commitments for supporting documentation and monthly installments, conduct unemployment verification, and respond to customer inquiries

  • Follow set investor/state-specific guidelines to set up approved repayment or forbearance plan, HHF/ELP or SCRA programs

  • Update customer financial information based off change in circumstance or to address remaining delinquency at plan completion to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received

  • Manage and resolve daily exceptions on assigned portfolio of loans

  • Address email and fax communications from customers and authorized third parties to ensure items are acknowledged and processed in a timely manner

  • May conduct specialized campaigns to support loss mitigation initiatives and investor, state or company-specific focuses

  • More advanced specialists will manage minor loss mitigation process improvement or new projects

  • Ensure investor and state specific letters and call attempts are completed as required

  • Interface and coordinate with other departments, including home retention, property resolution, foreclosure, bankruptcy, litigation, customer service, and collections

  • Accountable for performing all duties in accordance with company policies and procedures and state and federal laws

  • Perform other related duties as required and assigned

  • Demonstrate behaviors which are aligned with the organization’s desired culture and values

Preferred Qualifications

  • Skills & Abilities: (Include any required computer skills, regulatory knowledge, certifications, licenses, languages, etc)

  • Minimum 1 year default servicing experience

  • Thorough knowledge of investor specific repayment, forbearance, HHF/EHLP and SCRA foreclosure alternative programs, loan servicing, foreclosure, and bankruptcy

  • Proficient with CFPB, FDCPA and ECOA regulations.

  • Excellent internal and external customer service skills, including professional telephone manner and ability to write clear and concise business correspondence

  • Strong negotiation skills with the ability to resolve conflict and issues effectively

  • Solid time management skills, including the ability to multi task and prioritize work assignments to adhere to timelines

  • Ability to identify, analyze and problem solve pending foreclosure situations

  • Skilled at making decisions independently within set policies and procedures

  • Excellent computer skills, including proficiency in Microsoft Excel, Word; MSP preferred

  • Ability to work a flexible shift and overtime when required