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Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) Supervisor, Mortgage Servicing Loan Care at our San Antonio, Texas service center. The primary purpose of this job is to supervise and monitor the day-to-day activities of the Mortgage Care team. This role will be responsible for performance and productivity for all member contact functions within assigned group and requires vendor and member contact through verbal and non-verbal forms of communications. This role will lead team efforts to ensure business continuity remains during all open and scheduled call center work hours.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

+ Supervise staff members of the Mortgage Care call center ensuring that policies and procedures are adhered to.

+ Provide training, coaching and feedback to improve the performance of all call center representatives. Trains all Mortgage Care representatives in all aspects of the job and provides guidance and oversight for more complex situations.

+ Maintains contact with members throughout the servicing of the loan, assisting them with questions concerning all aspects of servicing functions and notifying them of any information required.

+ Acts to resolve member complaints within established policies and recommends to manager taking action outside of established policies when appropriate.

+ Regularly performs call backs and/or call take over for escalated members.

+ Monitors Mortgage Care tasks to ensure all are completed within SLA and follow up as needed. Takes appropriate actions, including notifying the manager, to meet required time frames as appropriate and necessary.

+ Provides input to and assists in the establishment of policies and procedures.

+ Maintains a working knowledge of all federal, state, investor, insurer and internal policies and procedures with regard to mortgage and equity loan servicing.

+ Monitors, evaluates and recommends changes in operational procedures, including handling telephone queues, to ensure high levels of productivity within the mortgage loan servicing area.

+ Provides input to annual staff performance evaluations and counsels staff members in disciplinary matters. Monitor Mortgage Care representatives’ schedules and attendance to ensure adequate coverage is provided.

Qualifications

An equivalent combination of education and experience is considered.

+ Associate’s degree in business or a related field and/or experience that provides the necessary skills and knowledge to satisfactorily perform the essential role functions.

+ Minimum of six (6) years’ call center experience. Mortgage servicing management experience preferred.

+ Prior mortgage loan servicing experience required.

+ Strong knowledge of federal, regulatory, agency, investor, state, and/or additional laws or guidelines is required; an ability to remain current on all new or revised legislation or compliance changes is required.

+ Strong experience in coaching, developing, and leading a call center team or individuals in a call center environment are required.

+ Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions is required.

+ Experience in utilizing automated loan-servicing systems is required.

+ Sagent (FiServ/LoanServ) and/or BKFS (Black Knight/MSP) skills and knowledge gained through practical experience is required.

+ Previous experience with Workforce Management, ICBM, Pure Connect, Salesforce, and Microsoft Office preferred.

Supervisory Responsibility

This position will 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.

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

Travel

Ability to travel to various worksites and to be on-call as needed is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. 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. 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 OpportunityPenFed 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 402-639-8568.

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