Overview
Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members -do better.- Joining PenFed is more than being an employee; it's about being a part of the PenFed family.
PenFed is hiring a Loss Mitigation Support Representative at our Alexandria, Virginia location. The primary purpose of this job is to register loss mitigation applications, answer incoming member calls, handle member correspondence, provide administrative support to the loss mitigation department, resolve problems, and act on requests for information.
Responsibilities
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.
Maintain a high level of member experience and excellent communication with all internal and external business partners.
Respond to member telephone calls concerning their financial hardship application in an accurate, prompt and courteous manner.
Respond to telephone calls and email requests from other internal departments, including but not limited to providing information or documents pertaining to a pending hardship application or forwarding requests to an appropriate party.
Sort, distribute, or scan incoming postal mail and monitor all the loss mitigation mailboxes.
Open and maintain files in Nautilus and maintain paperwork for financial hardship applications, ensuring the accuracy of the files and creating new files as necessary within required time limits.
Complete weekly reports on account statuses for members who have an active loss mitigation file, including tracking of trial payments, offer letters, and promissory notes.
Contact members via telephone and email to follow up on outstanding documents needed to complete their loss mitigation applications.
Complete assigned reports and assist with the department operations.
Document all loss mitigation actions taken, such as telephone conversations, letters mailed, and other similar activities, within PenFed's designated software platform(s) and production report.
Complete fields on standard loss mitigation form communications, including member name and address, approved offer terms, or decline reason.
Maintain working knowledge of internal policies and procedures.
Assist with other projects as necessary.
Qualifications
Equivalent combination of education and experience is considered.
High School Diploma or G.E.D is required.
Minimum of two (2) years' of experience in a similar role is required.
Supervisory ResponsibilityThis position will not supervise employees.
Licenses and CertificationsThere are no additional licenses and/or certifications required.
Work EnvironmentWhile 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.
TravelLimited travel to various worksites and is required.
Special Message Regarding COVID 19
PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing.
About Us
Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256.
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