Assistant Manager, Mortgage Consultants
Responsible for all aspects of performance management—monitoring, coaching, counseling, and employee discipline, communicating job expectations, administering schedules, enforcing policies and procedures, and ensuring member service calls are handled expeditiously.
Direct resources of staff, technology, and budget to ensure member service standards are met.
Participates in both internal and external hiring decisions.
Ensure that transactions are properly performed by staff and in compliance with policies and procedures.
Actively support the pursuit of First Call Resolution and works with assigned supervisors and staff to address member inquiries professionally and within target service levels.
Counsels members and potential members on PenFed products, policies, and procedures. Resolve complex member problems; making exceptions to policy within delegated authority as necessary. Assists subordinates in the resolution of complex member problems and questions.
Handles escalated member situations.
Conduct staff meetings, to review current marketing promotions, provide training or re-training on credit union procedures, technical procedures, credit union initiatives or to review the results of unit or credit union performance.
Bachelor’s degree or a combination of education and/or experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
Three (3) to five (5) years related work experience
Knowledge of mortgage operations, regulations and procedures required
Strong verbal and written communication skills required
This position will supervise employees.
- There are no additional certifications required.
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.Equal Employment Opportunity 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.