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 Member Experience & Escalation Analyst in San Antonio, Texas. The primary purpose of this job is to play a pivotal role in finding solutions for member escalations while working collaboratively with senior staff on the team and across the mortgage division. The incumbent will be responsible for ensuring timely responses for member escalations, researching issues and making recommendations.  This position will be responsible for de-escalating member anxiety and communicating with internal and external partners.   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. _

• Analyze, document, negotiate and assist the senior analysts to close the communication loop between member, referral source and business while meeting all regulatory guidelines, fair lending and compliance.
• Act as the point of contact for members and business partners who are requesting service or reporting problems. Provide excellent customer service while fulfilling requests and providing support, which frequently involves simultaneously processing calls, working tickets, instant messaging with an internal customer and processing e-mail correspondence.
• Research and assist to resolve problems and fulfill requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Escalate in a timely manner when first contact resolution is not possible.
• Assist with tasks involving our Business Control Process Owners, Gallup and NPS survey vendor to streamline process, analyze feedback, create trending analysis, and provide updates to Senior Member Experience and Advocacy staff. 
• Maintains a medium level of understanding of the loan process to efficiently handle member inquiries.
• Assist Sr Member Experience and Advocacy staff to aggregate, interpret, and consolidate root cause of escalation and create a succinct member response.
• Enhance and manage the member experience process by working with PenFed’s survey vendors.
• Assist in preparing root cause analysis and trending analytics for escalations and survey results through various channels.
• Aid in the creation of a customer centric journey map that can be used cross departmentally to enhance the member experience.  
• Provides a detailed analysis of all communications with the member to provide a clear picture of all resolution attempts. Keep records of customer interactions and transactions, recording all details of escalations as well as writing responses to member escalations.
• Obtain and examine all relevant information and work collaboratively with the research team to understand possible cause of escalation.
• Work escalations and assist with outcomes to identify member experience opportunities.
• Provide input to and participate in writing Help Desk team documentation.
• Execute on service strategy for the Member Experience Center and ensure key operational and performance targets are met.
• Aid in alignment, consistency, and cohesiveness in process, policy, and member service to achieve department and company goals.
• Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvement and work together to better serve the member.

QUALIFICATIONS

Equivalent combination of education and experience is considered.

• Associate’s Degree or combination of experience and education preferred.
• Minimum of two (2) or more years of financial services experience required; Mortgage experience is highly preferred.
• Excellent writing skills geared towards end member/customer.
• Some experience with writing responses for member or customer escalations in financial services sector preferred.
• Understanding of survey methodology and process is desirable.
• Experience working in a fast-paced environment collaboratively.
• Some experience aiding with trend analysis.
• Mid-level knowledgeable with MS Office with focus on Word, PowerPoint, and Excel.
• Sound decisions and independent problem resolution escalating issues appropriately required.

SUPERVISORY RESPONSIBILITY

This role will not supervise employees

LICENSES AND CERTIFICATIONS

N/A

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 may be required.

SPECIAL MESSAGE REGARDING COVID 19

PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world.  In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. ABOUT US

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 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 531-444-8329.