Recovery Analyst

Job Overview PenFed is hiring a Recovery Analyst to work onsite at our San Antonio, Texas service center. The Recovery Analyst will play a crucial role in the post charge of recovery operations by supporting the administrative duties of charged-off consumer loans. This role requires a blend of strong analytical, communication, and administrative skills to handle complex cases, collaborate with various stakeholders, and ensure compliance with all applicable regulations. A recovery analyst must be detail-oriented, possess excellent problem-solving abilities, and be dedicated to improving recovery processes and minimizing losses for the institution. 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. + Monitor, track, research and respond to emails and/or Salesforce cases using recovery and analytical skill sets to meet internal SLA for response time. Follow up and assign emails and cases as needed. + 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. + Maintain records of all daily activities and report to Mgr Collections Recovery as needed. + Identify and provide feedback on bottlenecks, work stoppages, and opportunities for process improvement to the Recovery Operations Management team. + Create reports for loan assignments to our third-party collection vendors, scrubbing data, providing balances, working settlement, reviewing disputes and assisting with other information as required. + Collaborate and assist investor participant loan settlement request by corresponding with CM operations group and preparing monthly reporting + Create monthly assignments of internal pipeline to recovery specialist of charged off consumer loans ensuring maintenance of accounts and subsequent coding. + Perform administrative duties including working reports, posting payments, completing account maintenance, and reconciliation. + On a standard cadence or for ad hoc request update coding and remove loss flags in the system. + Generate reports for review as required, working with the management to validate and test data. + As needed, assist with the duties required to support charge off operations accounts sales. + Cross train and support functions of post charge off recovery team ensuring no single point of failure exists. + In support of recovery operations use 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 + As required, use various communication methods to work and cure outstanding debts on PenFed accounts including telephone, email, mail, chat and text message. + Monitor quality and quantity of work to meet individual KPIs, and goals. Work with recovery the 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' of extensive knowledge of preventative, productive and remedial financial counseling is required. + Minimum of two (2) years' experience with pipeline management experience or workout loan experience preferred. + Minimum of two (2) years of deep skip training and fraud investigation experience required. + Minimum of two (2) years of reporting, analytics and data presentation experience required. + Proven ability to meet or exceed goals in a metrics driven organization + Strong communication, negotiation, decision-making and written skills. + Ability to multi-task. + Available to work weekends, evenings and overtime periodically. + Experience using A.I. tools preferred. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications + Any collections or recovery related certificates recommended. + Certified Credit Union Financial Counselor u2122 (CCUFC) preferred 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. 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.

Created: 2026-04-20