Payment Products Experience & Retention Specialist

Alexandria , Virginia
Oct 30, 2017
Nov 28, 2017
Full Time



PenFed is hiring an Payment Products Experience & Retention Specialist  in our Alexandria, Virginia location.  The primary purpose of this job is to drive optimal KPI scores and indicators in the Payment Services department specializing in credit card products. The incumbent will seek long and short-term solutions to improve all aspects of the cardholder’s experience, and map/review internal credit card processes.


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.  Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

    Develop and manage systems that identify cardholder experience pain points and support efforts to drive transformation in these areas. Develop dashboards and reports to keep senior leadership consistently informed of credit card KPI’s, VoM trends, and product reviews. Maintain knowledge and understanding of member interaction within the suite of payment products and services by mapping experiences. Regularly review survey and tracking systems to monitor payment product VoM trends and prepares dashboards and reports to track and report trends. Support the development and implementation of quality initiatives designed to improve payment product experience and member satisfaction. Support management, tracking and responses of executive correspondence. Collaborate in partnership across the organization to influence IT, credit risk, operations and other business units that have direct impact on driving improvements to payment products and services.           Maintain sound knowledge of all PenFed payment products, services and programs. Maintain basic knowledge of Visa, Master Card and American Express regulations and operating procedures.                                             Maintain basic knowledge of federal, state and local laws that affect payment products.   Respond to member complaints, when necessary.  

Education and Experience

    Associate’s degree in related field preferred Minimum 2 years’ of analytical experience preferably in product experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.      Minimum 2 years’ of experience in the financial services industry, preferably with credit card operations.                                         Strong oral and written communication skills required Strong analytical, interpersonal, and decision-making skills.   Ability to work independently while possessing excellent judgment.   Ability to pay attention to detail while handling a high volume of work with multiple interruptions. Ability to work under pressure in a fast-paced, priority work environment. Ability to work effectively in a team-oriented environment as well as independently.

Equivalent combination of education and experience is considered.


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.



Ability to travel to various worksites may be required


About Us

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.


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 703-838-1568.

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