PenFed Credit Union · 1 day ago
Collections & Servicing Support Administration
San Antonio, TX
Full-time
Onsite
Entry, Mid Level
2+ years expPenFed Credit Union is hiring a Collections & Servicing Support Administration to work onsite at their San Antonio, Texas service center. The role involves addressing member inquiries about collection activities, processing charged-off accounts, and resolving issues related to collections and servicing.
BankingCreditFinanceFinancial ServicesLending
Responsibilities
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
Qualification
Required
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
Strong oral and written communication skills required
Preferred
Familiar with CCCS or/and debt settlement proposals highly preferred
Proficiency in Salesforce is highly preferred
Proficient in MS Excel, Word, and Outlook
Benefits
Comprehensive health, dental, and vision plans
Paid time off
Paid parental leave
Care support
Fitness center access
401(k) match
Employee loan discounts
Fully paid life and disability coverage
Education assistance
Community involvement
Volunteer opportunities
Company
PenFed Credit Union
PenFed Credit Union offers banking services, loans, mortgages, and credit cards to individuals and small businesses.
1001-5000 employees
H1B Sponsorship
PenFed Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (20)
2023 (10)
2022 (21)
2021 (12)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$845.89M2025-09-22Debt Financing· $398.49M
2024-08-29Debt Financing· $447.4M
Leadership Team
Sarah Heintzman
Executive Vice President, CFO
Andrea McCarren
Senior Vice President & Chief Content Officer, PenFed Digital
Recent News
The Virginian-Pilot
2025-11-05
Company data provided by crunchbase