Bilingual Loan Counselor I - (Spanish/English)

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 primary responsibility is to effectively service early stage delinquent loans by utilizing collection techniques, strategies, and exploring investor, state, and company foreclosure alternative programs to mitigate losses. The Loan Counselor will work directly with each customer to reach a permanent solution to their delinquency.

The Loan Counselor will:

• Receive calls through an inbound queue or outbound call campaign to assist customers with resolving their early stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable
• Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
• Interface and coordinate with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation and Customer Service
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

• High School Diploma / GED
• 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
• Bi-lingual Spanish is required; additional per-call compensation may apply (certification required)

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.