Digital Product Owner, Collections & Servicing
Job Overview
PenFed is hiring a Digital Product Owner, Collections & Servicing to work onsite at our Tysons, Virginia location. The Digital Product Owner, Collections & Servicing leads the evolution of member-facing digital servicing experiences by partnering with business and technology teams to deliver intuitive, effective, and scalable solutions. This role is responsible for shaping the product vision, translating business needs into well-defined user stories and acceptance criteria, and prioritizing the backlog to maximize value for members and the organization. The ideal candidate brings strong digital product management experience, a customer-centered mindset, and the ability to collaborate across internal stakeholders and external partners in an Agile environment. Experience with Salesforce and digital servicing platforms is highly valued.
Responsibilities
Reasonable accommodation 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.
Product Vision & Strategy
- Define product vision and digital loan servicing journey, and set strategy to achieve it, aligning capabilities to business outcomes (cost-to-serve, NPS, risk, revenue, etc.)
Customer Journey Mapping
- Own and document borrower journeys using self-service platforms to make payments, access statements, process payoffs, request hardship assistance, etc.
- Break down member interactions with digital channels, identifying opportunities to enhance the user experience, minimize friction, and boost loyalty.
Agile Backlog Management
- Conduct meetings with stakeholders to define requirements for digital features that deliver value to members and the business alike.
- Translate complex business objectives into clear technical requirements and user stories with measurable outcomes.
- Maintain healthy, prioritized backlog, continually refining user stories with development team and providing clear directions on work priorities to ensure timely, high-quality delivery.
Data-Driven Decision Making
- Monitor product performance, member behavior, and KPIs (e.g., adoption rates, drop-off rates, etc.)
- Conduct competitive analyses and keep abreast of industry trends to identify opportunities and gaps to improve digital experiences.
- Analyze Voice of Member insights, complaints, and operational data to pinpoint potential issues or concerns with platform performance and how members are utilizing, or not efficiently utilizing, the software.
Stakeholder Management
- Lead UAT planning and execution; validate releases and provide final product sign-off.
- Coordinate release and training readiness and conduct post-release monitoring of new member-facing technology.
- Educate leadership, staff and trainers on software features and upcoming changes; be a Subject Matter Expert as it relates to our digital technology.
- Build strong partnerships with internal teams and external vendors to deliver on PenFed’s digital transformation objectives.
Qualifications
Equivalent combination of education and experience is considered.
- Bachelor’s degree in Business, Engineering, Technology, or a related field.
- Minimum of five (5) years of progressive experience in product management or digital product ownership, preferably in financial services or fintech.
- Experience in consumer loan servicing highly preferred.
- Experience with Salesforce Financial Services Cloud or other Salesforces products preferred.
- Proven experience defining and delivering digital roadmaps in an Agile or SAFe environment.
- Experience working with technology teams on APIs, integrations, and digital customer journeys.
- Demonstrated ability to translate member and business needs into digital solutions that improve engagement, efficiency, or satisfaction.
- Experience leveraging analytics tools (e.g., Adobe Analytics, Google Analytics, Tableau, Power BI) to inform decisions.
- Strong organizational, analytical, and critical thinking skills with the ability to manage multiple priorities and stakeholders.
- Exceptional written and verbal communication skills with a proven ability to influence across teams.
- Proficiency with Jira, Confluence, and other Agile collaboration tools.
- Experience using A.I. tools preferred.
Supervisory Responsibility
This position will not supervise employees.
Licenses and Certifications
- Salesforce experience and/or certifications preferred.
- SAFe PO/PM or other Product Owner certification preferred.
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.
Pay Transparency
The anticipated starting salary range for this role is $79,400.00 - $152,880.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
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 Careers@PenFed.org.
