Research Analyst I
As required and directed, provide assistance on Member Service Phone Queue as a daily priority.
Responsible for successfully delivering Best in Class Member Experiences with each member interaction, and maintaining individual NPS levels at or above standard.
Research and resolve complex member problems, including but not limited to refunding fees within delegated authority, as appropriate.
Maintain current working knowledge in all areas of PenFed products, services, policies procedures and loan and share processing.
Answer member telephone calls regarding PenFed share and loan products and accounts, expedite all calls and ensure quality member service.
Perform monetary and/or specialized account maintenance in PenFed systems in response to member requests. Prepare and balance General Ledger transaction related to account corrections on a regular basis.
Respond to a high volume of PenFed member emails regarding share and loan products and accounts, ensuring quality member service. Respond to mortgage origination inquiries. Utilize effective business writing to resolve inquiries with the utmost professionalism and member care.
Utilize in-depth knowledge and experience to look for opportunities to recommend changes that will streamline processes, improve efficiency and push the business forward.
Provide technical support to members using, PenFed Online, Mobile, and Netmember. Seek assistance from IT when necessary.
Regularly establishes Trust, Representative Payee, Power of Attorney, Organization/Public Unit, VUTMA and other like accounts. Consults with Manager when necessary.
Review credit reports related to membership and deposit accounts to determine eligibility.
Prepare formal letters related to member accounts.
Cancel and replace checks as required and maintain safekeeping of negotiable instruments.
Assist Estate Account department. Process necessary forms and documents in the closure and transfer of deceased member accounts in accordance with related regulations and PenFed policies and procedures.
Any other duties as designated by the Supervisor or Management.
Associate’s Degree in a related field required.
Minimum of two (2) years’ of experience in a call center or related position is required.
Knowledge of PenFed structure, products, policies and procedures required.
Knowledge of IRS/SSA requirements and regulations related to IRAs desired.
Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
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.