Equity Member Service Representative

Alexandria , Virginia
May 25, 2017
Jul 06, 2017
Full Time

PenFed is hiring an Equity Member Service Representative in Alexandria, VA. The primary purpose of this job is to provide information, resolve customer issues, obtain documentation, and support information needed to process equity related products.  Service and answer incoming member calls, provide support for the processors by ordering and updating services from vendors, matching and mark received documentation via Fax, Email and Secure Upload.


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.

Primary responsibility includes assisting members who contact the Equity Department by expediting all calls and ensuring quality member service. Respond to member inquiries regarding the status of the application, questions regarding the equity loan process, and/or guide members in the methods of delivery for loan documentation. Perform outbound follow-up calls regarding required documentation that has not been submitted.                                                                                 Perform in-depth evaluation of the data received to ensure that all documentation is in order and PenFed's interests are protected.        Assist with the notification of final loan decisions to members, inform member of outstanding requests to close the loan and set up settlements, appropriate to the member's individual situation.   Maintain 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. Serve as primary support to PenFed Operations employees in answering inquiries and providing information on equity loan programs.                             Maintain a working knowledge of equity products to accurately respond to member questions and handles member calls.  

Education and Experience

Equivalent combination of education and experience is considered.


A high-school degree and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions is required. An associate’s degree is preferred. Two (2) years related work experience, preferably one as a PenFed Loan Processor, required.                                                                        Knowledge of PenFed mortgage loan products preferred.                              Experience with automated systems including Hogan and UNIFI preferred.          

Supervisory Responsibility

This position will not supervise employees. Licenses and Certifications

There are no additional certifications required.  

Work Environment

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