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PenFed Credit Union Remote Non Delegated Correspondent Research Specialist in Jacksonville, Florida

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 Remote Non-Delegated Correspondent Research Specialist at our Jacksonville, Florida location. The primary purpose of this role is to maintain continuous contact to address written communication with Lenders and internal team members in multiple formats. The individual will be responsible for providing responses in a professional, accurate, and timely manner. In addition, the individual will route specific inquiries to appropriate areas of expertise if the inquiry is outside the expected breadth of knowledge. Problem solving skills and the ability to make sound judgement decisions on mortgage issues is required. This position is remote within 25 miles of the Jacksonville, Florida location Responsibilities Reasonable accommodations 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. Act as the primary point of contact for Correspondent Lenders and team members who are requesting issues resolution. Provide excellent customer service while fulfilling requests to support internal and external business partners. Professionally answer questions and concerns regarding the Correspondent loan(s), which includes knowledge on, but is not limited to, Lender and member correspondence, escrow (tax, insurance, PMI), Purchase Advise and pricing, Lender wire transmittals. Record all information associated with issue, incidents, problems in an accurate and timely manner through the utilization of the mortgage loan originations system and/or systems of record as applicable. Provide assistance, as applicable, to address, document, and resolve all issues and complaints and provide a response in an appropriate timeframe or as required in accordance with PenFed’s policies and procedures. Monitor and ensure assigned tasks are being completed in an accurate and timely fashion in accordance with established standard levels of service. Maintain the ability to address issues by conducting loan-level research on presented issues and provide a sound resolution through various forms of communication. Assist with improvement plan execution processes and escalates risks and/or operational deficiencies identified to direct leadership. Qualifications Equivalent combination of education and experience is considered. Associate’s Degree or a related field and/or experience that provides the necessary skills and knowledge to satisfactorily perform essential role functions. Minimum of two (2) years of experience in a Mortgage position is preferred. Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions is required. Ability to effectively articulate complex concepts to Lenders, peers, internal leadership, and lines of business partners is required. Microsoft Outlook and Microsoft Office Suite products, is required. Knowledge of financial institution structure, products, policies and procedures preferred. Education and/or experience that provides the necessary skills and knowledge to satisfactorily perform essential role functions. Supervisory Responsibility This position does not directly 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 Limited travel to various worksites is possible. 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 240-224-4256. #LI-LK1