Sr Home Lending Sales Support Analyst
Job Overview
PenFed is hiring a (Hybrid) Sr Home Lending Sales Support Analyst at our Phoenix, Arizona location. The Sr Home Lending Sales Support Analyst is a key partner in driving production performance, accountability, and continuous improvement within the Home Lending Sales team. This position supports both loan officers and leaders by analyzing trends, identifying opportunities, and delivering actionable coaching that strengthen results. This role will also help perform projects assigned by management, assess and understand training programs or opportunities, and bridge market communications between secondary department and mortgage sales. In addition, this role serves as a subject matter expert during classroom training sessions—providing real-world context, technology guidance, and process insight to ensure learning connects directly to execution. The ideal candidate is confident, data-driven, and tech-savvy, with a passion for developing others and improving outcomes through both analysis and action.
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.
Conduct thorough analysis of mortgage origination data to identify trends, friction, and operational opportunities.
Monitor Sales results closely to identify and/or troubleshoot Sales obstacles, to keep the ecosystem running smoothly.
Play an active role in strategy and planning sessions as required, defining project scope with stakeholders for approved projects.
Oversee and execute various telephony scheduling changes to management to ensure Workforce Management goals are met.
Maintain open communication channels with management to ensure a clear understanding of sales support goals, progress, and challenges.
Research, test, document, communicate, and deploy any approved platform-related process change requests or technology advancements
Foster a culture of continuous improvement by regularly reviewing and refining sales processes based on feedback, data analysis, and changing market conditions.
Monitor and audit the Digital Sales application to ensure process and procedure is consistent across Digital Sales department.
Ability to leverage AI tools to improve efficiency in daily task as well as projects requested by the leadership team.
Manage sales support intake process along with documenting training guides, FAQ changes, and mortgage application workflows for reference and reporting purposes.
Support Lead pipeline accuracy and visibility of key status, actions, cycle time, and capacity for Loan Officers
Work closely with Business Risk, Legal and Compliance partners to ensure that all support efforts adhere to industry regulations and internal policies.
Support new hire training, providing experience and feedback in a classroom setting.
Qualifications
Equivalent combination of education and experience is considered.
Bachelor’s degree or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions required.
Minimum of seven (7) years’ mortgage experience required.
Minimum of one (1) year Encompass Experience preferred.
Proficient in Excel.
Experience with quality assurance or quality control programs required.
Workforce Management experience required.
Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
Demonstrated proactive approach to problem-solving with strong decision-making capabilities. Highly resourceful team player, with the ability to also be extremely effective across various stakeholders (DMLO’s Managers, L&D).
Advanced problem-solving capabilities.
Ability to perform quality work and adhere to timeliness standards established by management.
Able to work independently and proactively, prioritizing workload and handle multiple tasks.
Experience using A.I. tools preferred.
Supervisory Responsibility
This position will not 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.*
Travel
Ability to travel to various worksites and be on-call is required.
#LI-Hybrid
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 402-639-8568.
