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) Executive Correspondence Writer. The primary purpose of this job is to prepare responses to social media posts, and member responses to correspondence directed to the PenFed president/CEO, executives, board of directors, and Supervisory Committee, as well as for complaints filed with attorney generals, the Consumer Financial Protection Bureau, and Better Business Bureau. The role will be responsible for researching, writing, proofreading, and editing correspondence to ensure the highest quality response to the members. Additional duties include managing the policy and procedure documents and revision process. This includes initiating the review process, documenting status, maintaining historical records, editing and publishing the final documents, and assisting policy and procedure owners.
Work Schedule: 8am to 4:30pm Tuesday through Saturday
*This position is remote, and candidate can be located anywhere in the United States.
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.
Represent the credit union on social media, engaging members, applicants, and consumers with concerns to respond and resolve issues on Facebook, Twitter, and other social media channels.
Monitor and write formal responses on behalf of senior leadership for various external portals, including state & federal regulators & Better Business Bureau (BBB), for member complaints, comments, and inquiries.
Research and analyze internal complaints submitted directly to the chairman of the board, the president/CEO, or another member of senior leadership and prepare a detailed analysis and response on their behalf.
Maintain functional knowledge of all primary credit union systems, including many department-specific systems, to gather and analyze member activity and interactions.
Coordinate with members of senior management and their designees across the credit union to gather information pertaining to member concerns .
Prepare accurate and thorough analyses and responses to present to senior management, Compliance, and Audit for review. Respond to their inquiries as needed.
Ensure all research is thorough and accurate, and adheres to and reflects current standards, policies, and procedures.
Maintain strong functional knowledge of all applicable banking and credit union regulations to identify potential regulatory or compliance elements of an escalated concern.
Monitor and prioritize work to ensure concerns are worked promptly and responses provided within specified, mandatory timeframes.
Contact members as needed for additional information and concern resolution.
Recommends to their manager opportunities for policy, procedure, or system enhancements resulting from member concerns.
Monitor policy and procedure review due dates and notify owners, communicating to ensure timely processing.
Reviews policy and procedure updates proposed by business units for consistency of language, tone, and potential impact to adjacent policies/procedures.
Prepare policies for signature and publication.
Maintain detailed records of policy and procedure updates, reviewing and archiving past versions and ensuring updated versions are properly stored and available for reference.
Prepare reports for management.
Qualifications
Equivalent combination of education and experience is considered.
Bachelor's Degree in a related field is strongly preferred.
Minimum of two (2) years of experience in a call center or related position preferably in a problem-solving and/or supervisory role is preferred.
At least one (1) year of experience with PenFed in a member-facing role is strongly preferred.
Very strong interpersonal skills, with the ability to build and sustain relationships with peers, departmental and divisional leaders, members of the Board of Directors, and members of the credit union.
Exceptional written and oral communication skills are required, with emphasis on professionalism, tone, clarity of thought, and empathy for the member.
Strong critical thinking skills, with the ability to identify and diagnose member issues and concerns quickly, accurately, and tactfully.
Highly resourceful team-player, with the ability to also be extremely effective independently.
Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of member service and response.
Technical proficiency in standard business computer operations, including Office 365 and other core credit union systems, is required.
Supervisory Responsibility
This position will 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.
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 COVID-19, we have modified our hiring, onboarding, training, and deployment protocols in order to comply with applicable current local and state guidance.
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-KG1
