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Manager, Service Center Branch in Eugene, OR at Pentagon Federal Credit Union

Date Posted: 12/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Eugene, OR
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Manager, Service Center Branch


PenFed is hiring a Manager, Service Center Branch in Eugene, Oregon. The primary purpose of this job is to assist in the management of the day to day operations of assigned service center unit in assigned geographic location.  This unit will support call center operations—specifically tracking the performance of assigned call center unit to consistently meet or exceed current standards.  In addition, to call center operations, this role may support various departments to include member service and loan servicing departments, membership development, and branch operations support.  The role will also provide support to the Operations project management team as well as assist with merger transitions as required. 

Hours: Sunday - Thursday 6:00am - 2:30pm

Essential Functions

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

  • Administer stated objectives, goals and performance standards for assigned unit and to assist in ensuring that goals are met and/or exceeded.  Collaborate with service center management staff in the development and support of both corporate and business unit-level initiatives.
  • Coordinate with SVP/VP Service Center and Senior Manager to ensures coverage for Unit Manager absences during business hours to include coordinating and scheduling personnel for specified shifts and/or providing direct coverage for the service center as needed in addition to the incumbents typical work schedule in order to ensure adequate coverage of all shifts.
  • Participate in business unit and corporate initiatives as assigned to include coordinating and conducting team meetings regularly to review current marketing promotions, credit union initiatives, performance results of unit or organization, and provide training or re-training on credit union procedures and technical processes.
  • Provide member information, with respect to financial services offered by the credit union, assist in answering member inquiries via telephone as necessary in regards to PenFed’s share and loan products and accounts.  Expedite calls and ensure quality member service with each interaction as well as providing assistance to unit team members in the resolution of complex member account problems and/or questions, making decisions as appropriate. 
  • Responsible for the successful performance of assigned service center unit personnel by consistently devolving and mentoring staff, sales, productivity, quality, and job knowledge, and innovation.
  • Perform management responsibilities such as schedule administration, enforcement of policies and procedures, and ensuring member service calls are handled in a timely manner and with high levels of customer service.  Implement performance management, including monitoring, coaching on a regular and frequent basis, counseling, employee discipline, communicating job expectations for all assigned team member and participating in scheduled training and personal development opportunities.
  • Monitor and troubleshoot technology and process issues, escalating any issues impacting Call Center Operations that may occur expediently to avoid member service disruption.
  • Function as a consumer loan officer with the ability to approve loans within lending authority limits, working with other team members to develop, implement and measure goals and strategies in order to meet the objectives set by Senior Leaders ; refers loans outside lending authority limits to the appropriate department for handling, with recommendations and solutions.
  • Ensure that financial transactions performed are within compliance of policies and procedures, by team members at all times.  Provide support for First Call Resolution, working with assigned supervisors and team members to address member inquiries professionally, and within target service levels.  
  • Assist in the management of the Quality Assurance (QA) process for the unit, including regular and frequent participation in one-on-one stat reviews and performance evaluations.
  • Ensure that related programs, policies and procedures are followed in accordance with federal and state regulations, organizational standards and guidelines.                                   
  • Keep informed of new ideas and developments through publications, membership in professional organizations and contact with other financial institutions.
  • Review competitive market practices providing recommendations to Senior Leadership concerning adjustments to programs in related areas.
  • Serve Loan Officer within delegated authority.     

Education and Experience

Equivalent combination of education and experience is considered.

  • Bachelor’s Degree in a related field or a combination of education and experiences that provides the necessary skills and knowledge to satisfactorily perform the essential job functions, advanced degree preferred.                                                                
  • Minimum of three (3) to five (5) years’ progressively responsible work experience within Operations in a financial institution; at least two (2) years’ of PenFed work experience in an Operations role preferred.
  • Detailed knowledge of PenFed operations preferred.     

Supervisory Responsibility

This position will  supervise employees.

Licenses and Certifications

There are no additional licenses and/or 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.*


Ability to travel to various worksites and be on-call is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. 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.

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

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 571-289-4710.


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