PENNYMAC 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. A Typical Day The Loan Counselor II manages a portfolio of increasingly complex delinquent loans spanning from early to mid-stage by employing advanced collection strategies and foreclosure alternative programs per investor, state and company guidelines. This role involves direct borrower interaction, including escalated issue resolution and balance reconciliation, as well as providing mentorship and support to Loan Counselors through floor-walking and knowledge sharing. The Loan Counselor II collaborates with supervisors to resolve intricate cases and coordinate further research when needed, ultimately minimizing losses and achieving sustainable resolutions. The Loan Counselor II will: CORE LOAN SERVICING Communicate with customers through inbound queues and outbound campaigns to address early to mid-stage loan defaults. Build rapport, determine the reason for delinquency, evaluate repayment capacity and secure payments Accurately update customer financial records to enable the processing of foreclosure alternative programs. Provide clear and concise updates to customers regarding program outcomes and guide them through the recommended next steps Assist in cross department call overflow and addressing customer inquiries Provide comprehensive service, resolution, and detailed documentation for escalated customer issues reactively manage and track self-initiated follow-ups to ensure timely resolution Perform additional related duties as assigned RISK MANAGEMENT Consistently uphold and promote the organization's desired culture and values through professional conduct Proactively ensure compliance with all relevant regulatory requirements and legal guidelines ADMINISTRATIVE AND TEAM SUPPORT Mentors’ new collections staff by delivering practical training and feedback via desk-side support Delivers clear and concise explanations of policies and procedures during team huddles to enhance team understanding What You’ll Bring 1-2 years of relevant experience within the field/industry Default Servicing & Regulatory Awareness: Intermediate understanding of default servicing concepts and relevant regulations, including CFPB and FDCPA Proficient in interpreting and utilizing mortgage terminology for effective loan analysis and problem-solving Ability to analyze and apply Foreclosure (FCL) Alternatives, CFPB, FDCPA, and ECOA regulations to resolve complex loan delinquency issues Negotiation (Developing): Growing ability to employ negotiation techniques to achieve positive outcomes, with a focus on building mutually beneficial relationships Customer Service (Proficient): Proven ability to deliver consistently high-quality, customer-focused service, resolving complex issues and enhancing customer satisfaction Time Management (Effective): Demonstrated ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment Education & Information Delivery (Clear and Concise): Ability to effectively communicate complex information and educate diverse audiences, tailoring delivery to specific needs Computer Literacy (Proficient): Ability to utilize various applications effectively Communication Skills (Strong): Excellent verbal and written communication skills, enabling clear and effective interaction with colleagues and clients Why You Should Join 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 For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information 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 $40,000 - $60,000 Work Model OFFICE