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Mortgage Servicing Loan Care Representative

PenFed Credit Union
San Antonio, TX
Job Overview

PenFed is hiring a (Hybrid) Mortgage Servicing Loan Care Representative at our San Antonio, Texas service center. The primary purpose of this job is to provide best-in-class member service by answering incoming calls from members regarding the servicing of their mortgage loans to include billing statements, escrow questions (tax, insurance, and escrow analysis), misapplied payments and other servicing functions while maintaining confidentially of member information. This is a fast-paced call center environment, so the candidate will be expected to take a high volume of calls daily.

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.

  • Answers incoming calls from members regarding the servicing of their mortgage loans and takes appropriate action for each call.
  • Process phone requests from members, third parties and internal staff for payment histories, amortization schedules, payoffs, verification of mortgage and documentation requests.
  • Understand loan transaction history inquiry, including payment activity, escrow disbursements, rate and P&I changes, fee assessments, and payment reversals.
  • Document all member contacts and inquires by adding comments on the mortgage loan servicing system and updating account demographics as necessary.
  • Resolve servicing concerns or issues by clarifying the member's concerns, determining the cause of the problem, selecting and explaining the best solution to solve the concern, expediting the correction or adjustment and follow up to ensure resolution.
  • Prepare Customer Information Tracking (CITs) and task the appropriate staff/department with research requests or inquiries.
  • Responsible for the Setup, Change, or Cancellation of Automatic Clearing House (ACH) requests from members.
  • Ensure all member issues and complaints are resolved in a timely manner including escalating the complaint to management through the Everest Tracking System, as needed or required.
  • Maintain availability to answer inbound calls from members regarding mortgage servicing issues while multi-tasking.
  • Maintain knowledge of federal, state, county or city, investor, insurer and internal laws, policies and procedures with regard to mortgage loan servicing including PenFed mortgage loan products.
*This role is responsible for ensuring business continuity.*

Qualifications

An equivalent combination of education and experience is considered.

  • Bachelor's Degree or combination of education and experience that provides necessary skills and knowledge to satisfactorily perform the essential job functions.
  • Minimum of three (3) years of related work experience in mortgage loan servicing or in work that provided a working knowledge of mortgage loan products.
  • Possess knowledge and recognition of loan related documents such as Note, Mortgage/Deed of Trust, Riders, PMI/VA and Flood certificates, and HUD-I.
  • Strong oral and written communication skills required.
  • Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner.
  • Ability to work in a phone queue/call center environment.
  • Ability to effectively communicate via phone throughout entire shift.
  • Ability to work under pressure in a fast-paced, priority work environment.
  • Ability to work effectively in a team-oriented environment as well as independently.
  • Present a positive and professional demeanor at all times.
  • Proficient in Microsoft Word, Excel, Outlook, LoanServ, Penguin, Hogan, and any other mortgage software.
  • Experience using A.I. tools preferred.
Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications 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 worksites and be on-call is required.

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.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.

With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

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 402-639-8568.
Posted 2026-04-24

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