PenFed Credit Union
Overview
PenFed is hiring a (Hybrid) Director, PenFed Homes at our San Antonio, TX or Phoenix, AZ location. The Director, PenFed Home will lead the strategic design, development, and execution of a fully integrated home buying and homeownership experience. This role will launch and operationalize the end-to-end PenFed Home Contact Center Experience Platform, integrating real estate brokerage, mortgage, home equity, property and casualty insurance, and ancillary home services into one seamless member experience. As the architect of this platform, the role will collaborate with the leads team, marketing team, digital storefront team, mortgage, realty, and IT to define the digital and human engagement strategy to build an AI-first contact center. This role is responsible for all revenue-generating activities tied to PenFed Home Contact Center. The ideal candidate is a strategic builder and cross-functional leader who thrives where innovation, collaboration, and execution intersect.
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.
Define and lead the end-to-end design and implementation of the PenFed Home Contact Center experience platform, including online and offline engagement across realty, mortgage, insurance, and related services.
Build and launch a best-in-class AI-first call center to receive, nurture, and route PenFed Home customers to appropriate internal or partner channels.
Own the conversion of the production funnel for all incoming home-related inquiries, ensuring nurturing and routing processes maximize conversion and member experience.
Partner with the digital storefront, marketing, leads, realty, mortgage, and IT teams to design the digital storefront and online shopping experience across web and mobile, including personalized recommendations, prequalification flows, calculators, and lead conversion pathways.
Establish operational infrastructure prior to launch: define staffing plans, create job roles and compensation plans, and training plans with HR; write SOPs, determine geographic hubs, and hire and onboard the initial Home Experience team.
Collaborate with internal departments and external partners to drive an aligned, integrated member experience.
Serve as a senior cross-functional leader fostering a culture of service, collaboration, performance, and innovation.
Measure and optimize performance of the PenFed Home Contact Center using data-driven KPIs across conversion, satisfaction, speed, revenue, cost, and member lifetime value.
Success will be determined based on overall conversion and relationships with multiple products or services used at closing.
Partner with PenFed Realty to increase PenFed Home Loans’ penetration of PenFed Realty real estate transactions while maintaining regulatory compliance.
Work with compliance and legal partners to deliver an optimal and compliant process.
Build and lead a high-performing sales culture with a proactive, metrics-driven environment where inbound inquiries are converted into warm transfers and closed opportunities.
Ensure cold leads are nurtured with strategic, multi-channel follow-up using AI, email, phone, and text.
Qualifications Equivalent combination of education and experience will be considered.
Bachelor’s Degree required in Business Administration, Real Estate, Finance, Technology, or related field; Master’s degree (MBA or equivalent) preferred.
Minimum of twelve (12) years of marketing, retail mortgage originations, and/or real estate services experience.
Minimum of two (2) years managing professional-level employees.
Minimum of 5 years of executive leadership experience in mortgage banking, real estate, financial services, proptech, or insurtech.
Minimum of 10 years experience complying with federal consumer protection laws, including the Real Estate Settlement Procedures Act.
Deep understanding of the residential home buying industry and full-funnel performance metrics to drive conversion.
Knowledge of content, digital, event, and email marketing strategies to engage prospects.
Strong written and verbal communication skills; ability to synthesize and communicate data across disciplines.
Strong organizational skills, multi-tasking ability, and prioritization.
Knowledge of Microsoft Office and presentation software; familiarity with statistical software desirable.
Understanding of Federal Regulations governing Real Estate Lending.
Demonstrated success in launching and scaling revenue-generating platforms or business units, preferably in digital-first or omnichannel environments.
Experience building and leading high-performance teams across sales, operations, and customer service, including training and workforce planning.
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 be on-call may be required.
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.
About Us Established in 1935, PenFed is a stable financial institution with over 2.9 million members and over $31 billion in assets. We serve members nationwide and are an Equal Housing Lender. We offer a comprehensive benefits package including medical, dental, vision, paid time off, 401k with employer match, and more.
Equal Employment Opportunity PenFed prohibits discrimination or harassment on the basis of race, color, creed, age, sex, gender, gender identity, religion, national origin, marital status, military or veteran status, disability, genetic information, sexual orientation, or any other status protected by law. Reasonable accommodations will be provided to qualified individuals with a disability.
#LI-Hybrid
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PenFed is hiring a (Hybrid) Director, PenFed Homes at our San Antonio, TX or Phoenix, AZ location. The Director, PenFed Home will lead the strategic design, development, and execution of a fully integrated home buying and homeownership experience. This role will launch and operationalize the end-to-end PenFed Home Contact Center Experience Platform, integrating real estate brokerage, mortgage, home equity, property and casualty insurance, and ancillary home services into one seamless member experience. As the architect of this platform, the role will collaborate with the leads team, marketing team, digital storefront team, mortgage, realty, and IT to define the digital and human engagement strategy to build an AI-first contact center. This role is responsible for all revenue-generating activities tied to PenFed Home Contact Center. The ideal candidate is a strategic builder and cross-functional leader who thrives where innovation, collaboration, and execution intersect.
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.
Define and lead the end-to-end design and implementation of the PenFed Home Contact Center experience platform, including online and offline engagement across realty, mortgage, insurance, and related services.
Build and launch a best-in-class AI-first call center to receive, nurture, and route PenFed Home customers to appropriate internal or partner channels.
Own the conversion of the production funnel for all incoming home-related inquiries, ensuring nurturing and routing processes maximize conversion and member experience.
Partner with the digital storefront, marketing, leads, realty, mortgage, and IT teams to design the digital storefront and online shopping experience across web and mobile, including personalized recommendations, prequalification flows, calculators, and lead conversion pathways.
Establish operational infrastructure prior to launch: define staffing plans, create job roles and compensation plans, and training plans with HR; write SOPs, determine geographic hubs, and hire and onboard the initial Home Experience team.
Collaborate with internal departments and external partners to drive an aligned, integrated member experience.
Serve as a senior cross-functional leader fostering a culture of service, collaboration, performance, and innovation.
Measure and optimize performance of the PenFed Home Contact Center using data-driven KPIs across conversion, satisfaction, speed, revenue, cost, and member lifetime value.
Success will be determined based on overall conversion and relationships with multiple products or services used at closing.
Partner with PenFed Realty to increase PenFed Home Loans’ penetration of PenFed Realty real estate transactions while maintaining regulatory compliance.
Work with compliance and legal partners to deliver an optimal and compliant process.
Build and lead a high-performing sales culture with a proactive, metrics-driven environment where inbound inquiries are converted into warm transfers and closed opportunities.
Ensure cold leads are nurtured with strategic, multi-channel follow-up using AI, email, phone, and text.
Qualifications Equivalent combination of education and experience will be considered.
Bachelor’s Degree required in Business Administration, Real Estate, Finance, Technology, or related field; Master’s degree (MBA or equivalent) preferred.
Minimum of twelve (12) years of marketing, retail mortgage originations, and/or real estate services experience.
Minimum of two (2) years managing professional-level employees.
Minimum of 5 years of executive leadership experience in mortgage banking, real estate, financial services, proptech, or insurtech.
Minimum of 10 years experience complying with federal consumer protection laws, including the Real Estate Settlement Procedures Act.
Deep understanding of the residential home buying industry and full-funnel performance metrics to drive conversion.
Knowledge of content, digital, event, and email marketing strategies to engage prospects.
Strong written and verbal communication skills; ability to synthesize and communicate data across disciplines.
Strong organizational skills, multi-tasking ability, and prioritization.
Knowledge of Microsoft Office and presentation software; familiarity with statistical software desirable.
Understanding of Federal Regulations governing Real Estate Lending.
Demonstrated success in launching and scaling revenue-generating platforms or business units, preferably in digital-first or omnichannel environments.
Experience building and leading high-performance teams across sales, operations, and customer service, including training and workforce planning.
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 be on-call may be required.
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.
About Us Established in 1935, PenFed is a stable financial institution with over 2.9 million members and over $31 billion in assets. We serve members nationwide and are an Equal Housing Lender. We offer a comprehensive benefits package including medical, dental, vision, paid time off, 401k with employer match, and more.
Equal Employment Opportunity PenFed prohibits discrimination or harassment on the basis of race, color, creed, age, sex, gender, gender identity, religion, national origin, marital status, military or veteran status, disability, genetic information, sexual orientation, or any other status protected by law. Reasonable accommodations will be provided to qualified individuals with a disability.
#LI-Hybrid
#J-18808-Ljbffr