Collections & Servicing Support Administration

Collections & Servicing Support Administration

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.

Job Responsibilities

The primary purpose of this job is to answer incoming member inquiries about collection activities and research problems in response to member inquiries and requests. The incumbent will perform all duties related to the processing of charged-off accounts, including installation loans, credit cards and other losses. This position will be responsible for responding in writing or by telephone to resolve member issues and disputes and notifying members of outcomes upon completion.

Responsibilities include:

• Execute collection strategies for delinquent and charged-off accounts, including coordination of payment arrangements, and resolving member concerns.
• Resolve cases in Salesforce related to collections, credit bureau concerns, cease and desist requests, credit counseling proposals, and other concerns in the Admin Salesforce inbox.
• Maintain investor reporting processes: prepare status updates, write investor correspondence on account portfolios, and escalate issues as needed.
• Receive/process incoming mail; route executive-level correspondence to appropriate internal stakeholders.
• Handle member down channel inquiries—both phone and written—regarding collection status, disputes, or requests.
• Act on special case handling requests from early intervention or internal partners, such as cease and desist or hardship escalations.
• Monitor and update account statuses in various systems as needed resulting from early intervention or any other outsource vendor partner.
• Sustain existing reports (delinquency buckets, investor metrics, collections workflow), ensuring timeliness and accuracy.
• Assist in research of credit bureau concerns as needed.
• Assist in gathering materials for legal actions or documentation; help process gap claims and CPI claims as required.
• Prepare documents for scanning and archival; update internal systems of record.
• Reconcile invoices, ensuring prompt payment and accurate tracking.
• Monitor collection accounts to ensure timely notices are sent and internal escalations occur when necessary.
• Collaborate on cross functional projects across Collections and Servicing.
• Assist as needed in the contact and collection of past due accounts by telephone, email, and mail.
• Review and approve (decline as necessary) Consumer Credit Counseling Service (CCCS) proposals.
• Ensure prompt posting of payments received from CCCS and fair share invoices are promptly processed by Accounts Payable.
• Return mail: check internal and external sources to forward mail to members. Member outreach to confirm address and contact information, update system of record as appropriate.
• Support departmental reporting and data analysis efforts, contributing to the generation of insights on portfolio performance and trends.
• Participate in initiatives to maintain and optimize collection-related tools and systems.
• Maintain departmental business controls and meeting requirements.
• Assist in specialized account handling, including those involving legal or recovery actions, ensuring adherence to established procedures.
• Contribute to projects and efforts aimed at process improvement and cross-functional collaboration within the collections and servicing department.
• Facilitate the processing of inbound items and inquiries, ensuring accurate routing and timely resolution.

Qualifications

Equivalent combination of education and experience is considered. Bachelor's degree in related field required. Minimum of two (2) years of work experience in collection, collections recovery or consumer credit workout required. Minimum of two (2) years' experience in analyzing data and interpreting member data to draw logical conclusions. Minimum of one (1) year experience in the creation of presentations or disseminating information to groups. Knowledge of consumer loan products, installment and credit lines, required. Familiar with CCCS or/and debt settlement proposals highly preferred. Proficiency in Salesforce is highly preferred. Proficient in MS Excel, Word, and Outlook. Strong oral and written communication skills required.

Work Environment

While 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.

Travel

The ability to travel to various work sites and be on-call is not required.

About Us

Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. 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

Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.