Service Center Support Representative

Alexandria , Virginia
Mar 20, 2017
May 04, 2017
Full Time


PenFed is hiring Service Center Support Representatives in Alexandria, VA .    Under general supervision, the incumbent performs the duties of a Loan Processor or Share Processor, provides support in the Service Centers, and provides research in response to PenFed staff and direct member inquiries through various delivery channels, including email, telephone, and mail.


Essential Functions

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.

Research and resolve complex member problems within delegated authority, including, but not limited to processing fee reversals as appropriate Maintain current working knowledge in all areas of PenFed products, services, policies, and procedures, with strong familiarity on loan and share processing to appropriately recommend to members. Receive and process loan applications, obtaining account histories and credit references prior to being reviewed by Loan Officer. Perform monetary and specialized account maintenance in Penguin and Hogan/Green Screen in response to member requests. Prepares and balances General Ledger transactions related to account maintenance and corrections on a regular basis. Respond to a high volume of PenFed member emails (KANA) regarding share and loan products and accounts. Utilize effective business writing to resolve inquiries and consult members on application status. Prepare resubmission of turned down loans when requested. Prepare letters on loan applications returned by Loan Office/Credit Committee to notify member of approval or disapproval. Disburse loans on automated system and balances disbursements daily. Certify new or modified software changes by executing test scripts and applying knowledge of current business processes to ensure business requirements are met. Maintain and purge loan files to efficiently complete the process with members. Receive and processes share requests, Western Union certificate applications, and balance the branch daily. Review, recommend action, and build specialized accounts. Consults with Legal when necessary. Cancel and replace checks as required following procedures for ensuring the security of negotiable instruments. Prepare daily summary sheet for assigned teller. Provide assistance to members in regard to all PenFed products. Provide training and guidance to peers, MSRs, BSRs, and other PenFed staff related to loan and share products and services. Complete reports to help achieve goals and standards of individuals and branches. Discover opportunities to recommend changes that will streamline processes, improve efficiency and push the business forward. Assist with maintaining PenFed’s compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed compliance program and all policies, procedures, rules and regulations. Assist managers in updating policies and procedures to ensure thye are reflective upon the SCSR perspective on an Ad-Hoc basis.  

Education and Experience

Equivalent combination of education and experience is considered.

Associates degree in related field required. Minimum of two (2) years’ experience in a service oriented field required. Knowledge of PenFed structure, products, policies and procedures preferred. Prior experience as a PenFed Member Service Representative or Branch Service Representative preferred.  

Supervisory Responsibility

This position has no supervision responsibilities.


Licenses and Certifications

There are no additional licenses or certifications required for this position.


Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.



Local travel to various work sites is required. M ay have to travel to either Omaha, NE or Eugene, OR Service Center for training.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to meet the following physical demands:

Physical Demand






























Bending, Stretching or Reaching










Talking on the phone, person-to-person & in group





Hearing on the phone, person-to-person & in group





Vision for near, mid-range, far, peripheral, depth and color





Use of computer





Use of telephone





Use of office equipment





Pushing/pulling/lifting/ carrying from 5 to 50 lbs.






About Us

Founded in 1935, and still growing, we began as the War Department Federal Credit Union.  Today, PenFed is one of the country’s strongest and most stable financial institutions with over 1.5 million members and over $21 billion in assets.  We serve members in all 50 states and the District of Columbia, as well as on military bases in Guam, Puerto Rico and Okinawa. 

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

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.

PenFed is an Equal Opportunity Employer

PenFed will maintain and observe personnel policies which will prohibit discrimination or harassment against a person because of race, color, creed, age, sex, gender, religion, national origin, ancestry, genetic information, military or veteran status or obligation, the presence of a physical and/or mental disability and all other 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 703-838-1568.

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