Assistant Manager, Mortgage Consultants Summary PenFed is hiring an Assistant Manager, Mortgage Consultants in Alexandria, VA, Omaha, NE or Eugene , OR . The primary purpose of this job is to oversee the daily operations of the mortgage consultant line directly supervising frontline consultants for both first and second mortgages along with supervisory and support staff.
Essential Functions 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.
Education And Experience Equivalent combination of education and experience is considered.
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 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.
Travel Ability to travel to various worksites and be on-call is required.