PenFed Credit Union
Overview
PenFed is hiring a (Hybrid) Director, PenFed Homes at our San Antonio, Texas or Phoenix, Arizona 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 operate the PenFed Home Contact Center Experience Platform, integrating real estate brokerage, mortgage, home equity, property and casualty insurance, and ancillary home services into a seamless member experience. The role partners with the leads team, marketing, digital storefront, mortgage, realty, and IT to define the digital and human engagement strategy to build an AI-first contact center. This position 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 in environments where innovation, collaboration, and execution intersect.
Responsibilities
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 the appropriate internal or partner channels (realtors, loan officers, insurance agents, etc.).
Own conversion of the production funnel for all incoming home-related inquiries, ensuring nurturing and routing processes maximize conversion for 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 all operational infrastructure prior to launch: staffing plans, job roles and compensation plans, training plans with HR; write SOPs, determine geographic hubs, and hire/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 across the organization.
Measure and optimize performance of the PenFed Home Contact Center using data-driven KPIs across conversion, satisfaction, speed, revenue, cost, and member lifetime value.
Drive success 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 to ensure 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 RESPA.
Deep understanding of the residential home buying industry and full-funnel performance metrics to drive conversion.
Knowledge of content, digital, event, and email marketing methods used to engage prospects.
Strong written and verbal communication; ability to synthesize and communicate data from diverse disciplines.
Strong organizational skills with the ability to multi-task and meet deadlines.
Proficiency with Microsoft Office; familiarity with graphics/presentation software; knowledge of statistical software desirable.
Understanding of Federal Regulations governing Real Estate Lending.
Proven 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 This role is based in an indoor office setting with moderate noise. Most roles require office presence with the ability to lift 25 pounds.
Travel Ability to travel to various worksites and be on-call may be required.
About Us Established in 1935, PenFed today is a strong, stable financial institution with over 2.9 million members and assets over $31 billion. We serve members nationwide and are federally insured by NCUA. We are an Equal Housing Lender and provide a comprehensive benefits package including medical, dental, vision, paid time off, 401(k) with employer match, and on-site facilities at larger locations.
Equal Employment Opportunity PenFed maintains policies that prohibit discrimination or harassment on the basis of race, color, creed, age, sex, gender, gender identity or expression, religion, national origin, ancestry, marital status, military or veteran status, disability, genetic information, sexual orientation, or other protected statuses, and prohibits retaliation for reporting discrimination or participating in investigations. Reasonable accommodation is available; contact HR at 402-639-8568.
Note: This refined description preserves the core content while removing boilerplate and unrelated content, and uses allowed HTML tags only.
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PenFed is hiring a (Hybrid) Director, PenFed Homes at our San Antonio, Texas or Phoenix, Arizona 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 operate the PenFed Home Contact Center Experience Platform, integrating real estate brokerage, mortgage, home equity, property and casualty insurance, and ancillary home services into a seamless member experience. The role partners with the leads team, marketing, digital storefront, mortgage, realty, and IT to define the digital and human engagement strategy to build an AI-first contact center. This position 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 in environments where innovation, collaboration, and execution intersect.
Responsibilities
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 the appropriate internal or partner channels (realtors, loan officers, insurance agents, etc.).
Own conversion of the production funnel for all incoming home-related inquiries, ensuring nurturing and routing processes maximize conversion for 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 all operational infrastructure prior to launch: staffing plans, job roles and compensation plans, training plans with HR; write SOPs, determine geographic hubs, and hire/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 across the organization.
Measure and optimize performance of the PenFed Home Contact Center using data-driven KPIs across conversion, satisfaction, speed, revenue, cost, and member lifetime value.
Drive success 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 to ensure 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 RESPA.
Deep understanding of the residential home buying industry and full-funnel performance metrics to drive conversion.
Knowledge of content, digital, event, and email marketing methods used to engage prospects.
Strong written and verbal communication; ability to synthesize and communicate data from diverse disciplines.
Strong organizational skills with the ability to multi-task and meet deadlines.
Proficiency with Microsoft Office; familiarity with graphics/presentation software; knowledge of statistical software desirable.
Understanding of Federal Regulations governing Real Estate Lending.
Proven 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 This role is based in an indoor office setting with moderate noise. Most roles require office presence with the ability to lift 25 pounds.
Travel Ability to travel to various worksites and be on-call may be required.
About Us Established in 1935, PenFed today is a strong, stable financial institution with over 2.9 million members and assets over $31 billion. We serve members nationwide and are federally insured by NCUA. We are an Equal Housing Lender and provide a comprehensive benefits package including medical, dental, vision, paid time off, 401(k) with employer match, and on-site facilities at larger locations.
Equal Employment Opportunity PenFed maintains policies that prohibit discrimination or harassment on the basis of race, color, creed, age, sex, gender, gender identity or expression, religion, national origin, ancestry, marital status, military or veteran status, disability, genetic information, sexual orientation, or other protected statuses, and prohibits retaliation for reporting discrimination or participating in investigations. Reasonable accommodation is available; contact HR at 402-639-8568.
Note: This refined description preserves the core content while removing boilerplate and unrelated content, and uses allowed HTML tags only.
#J-18808-Ljbffr