Bilingual Recovery Specialist

Job Overview

PenFed is hiring a Bilingual Recovery Specialist to work onsite at our San Antonio, Texas Service Center. This role is responsible for the comprehensive management and recovery of charged-off consumer loans and accounts, requiring a strong combination of analytical, negotiation, and communication skills. The specialist will work within both manual and automated collection environments, employing analytical and negotiation skills to maximize recovery on each account. This includes initiating follow-up activities, maintaining meticulous records, and utilizing various communication methods to resolve outstanding debts. A critical aspect of this role involves determining reasons for delinquency and offering appropriate repayment plans, including paid-in-full and settlement options, in accordance with established PenFed procedures.

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.

• Work a pipeline of charged off consumer loans and accounts in both a manual and automated collection environment.
• Reviewing charged off loans to determine course of action to be taken then initiate appropriate follow-up activity, maintaining detailed records of all recovery activities.
• Use analytical and negotiation skills to recover the top dollar on each account worked.
• Collaborate and assist other departments and individuals within PenFed regarding members and 3rd party inquiries acting as a SME and escalate to appropriate channels as needed.
• Uses various communication methods to work and cure outstanding debts on PenFed accounts including telephone, email, mail, chat and text message.
• Review and negotiate settlement and short sale arrangements with members within their settlement authority level.
• Determine the reason for delinquency and provide options and/or repayment plans including paid in full and settlement ensuring to use approved internal procedures and policies to assist the member directly or through debt settlement companies.
• Work and solve complex scenarios such as settlements and the corresponding agreements and IRS reporting.
• Cross train and support functions of post charge off recovery team ensuring no single point of failure exists.
• Using skip tracing methods, credit bureau information and application data contact third parties such as relatives of the delinquent member, employers, personnel officers, creditors on credit bureaus for determining location/whereabouts of the member.
• Assist with maintaining PenFed's compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed's compliance program and all policies, procedures, rules and regulations including and not limited to FDCPA, UDAAP, TCPA, and FCRA.
• Maintain records of all daily activities and report to Mgr Collections Recovery as needed.
• Identify options for writs of attachments, offsets, legal remedies and cross collateralization within prescribed Credit Union procedures to recover charged-off funds.
• Identify and provide feedback on bottlenecks, work stoppages, and opportunities for process improvement to the Recovery Operations Management team.
• Monitor quality and quantity of work to meet individual KPIs, and goals. Work with the recovery team to meet monthly, quarterly and yearly recovery collection goals.
• Assist with other projects as necessary, which can include training and shadowing of new employees.
  
  

Qualifications

An equivalent combination of education and experience is considered

• Bachelor's degree in business, accounting, finance, or another related field is required.
• Minimum of four (4) years' collection/recovery experience required, preferably at a financial institution.
• Minimum of four (4) years' experience with call center collections or customer service experience required.
• Minimum of two (2) years of Pipeline Management and/or sales negotiation experience required.
• Minimum of one (1) year of deep skip training and fraud investigation experience required.
• Understanding of preventative, productive and remedial financial counseling is required.
• Proven ability to meet or exceed goals in a metrics driven organization.
• Strong communication, negotiation, analytical, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.
• Must be fluent in both English and Spanish.
• Experience with A.I. tools preferred.
  
  

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

Any collections or recovery related certificates recommended.

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

Ability to travel to various worksites and be on-call will not be required.

Pay Transparency

The anticipated starting hourly range for this role is $ 26.77 - $ 41.27

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

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 Careers@PenFed.org .