Senior Home Lending Sales Support Analyst

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) Senior Home Lending Sales Support Analyst at our San Antonio, Texas service center. The Digital Sales Support specialists will provide operational support to management, supervisory staff & Mortgage Loan Officers (MLOs). The position will assist the sales team to evaluate the effectiveness of current processes including mortgage leads production, responsible and accountable for risk by openly exchanging ideas, elevating concerns and following policy and procedures. The support team will help perform projects assigned by management, assess and understand training programs or opportunities, and bridge market communications between secondary department and mortgage sales.

Responsibilities

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.

• Conduct thorough analysis of mortgage origination data to identify trends, friction, and operational opportunities.
• Monitor Sales results closely to identify and or troubleshoot Sales obstacles, to keep the ecosystem running smoothly.
• Play an active role in strategy and planning sessions as required, defining project scope with stakeholders for approved projects.
• Oversee and execute on various telephony scheduling changes to management to ensure Workforce Management goals are met.
• Maintain open communication channels with management to ensure a clear understanding of sales support goals, progress, and challenges.
• Research, test, document, communicate, and deploy any approved platform-related process change requests or technology advancements
• Foster a culture of continuous improvement by regularly reviewing and refining sales processes based on feedback, data analysis, and changing market conditions.
• Monitor and audit the Digital Sales application to ensure process and procedure is consistent across Digital Sales department.
• Manage sales support intake process along with documenting training guides, FAQ changes, and mortgage application workflows for reference and reporting purposes.
• Support Lead pipeline accuracy and visibility of key status, actions, cycle time, and capacity for Loan Officers
• Work closely with Business Risk, Legal and Compliance partners to ensure that all support efforts adhere to industry regulations and internal policies.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's Degree or equivalent work experience.
• Minimum of seven (7) years' mortgage experience
• Experience with MS Excel is required.
• Experience with quality assurance or quality control programs required.
• Experience with MS SharePoint, Encompass, Velocify, and Blend is preferred.
• Workforce Management experience required.
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
• Demonstrated proactive approach to problem-solving with strong decision-making capabilities, highly resourceful team player, with the ability to also be extremely effective interpersonally.

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 be on-call is required.

About Us

Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. 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 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 402-639-8568.