member services representative

loan officer

director

customer service representative

mortgage processor

Penfed-Credit-Union

Working at PenFed as a member service representative... The San Antonio location is a start up project. The pay is decent at most. $16-17/hr to start. Training is rushed. In previous classes the training lasted 6-8 weeks. The new classes of 2020 and moving forward get 2 weeks of expedited training (rushed), then we go on the phones with a group chat to answer any questions. The group chat takes a long time to answer questions, while you have your member on hold and the assist line is bad. We get selected for random trainings where some of the representatives will get a full week or training and others will get the rushed (2-3 days) training. There is no specifics. Trainings are extremely discombobulated. There is a call overload to the queue. Management is uneducated on the policies, the actual duties of your job, and have little to no background in their position. The system issues are ridiculous. The programs are outdated and are always messing up, freezing, going extremely slow or just not available. You submit a ticket for it and they will get to it when they can. The break times are either 30 minutes or 1 hour for lunch (depends on the day) and two 10 minutes breaks. There are 4/3 schedules and 5/2 schedules. The pay is biweekly and you do not get a full 80 hours. Scheduling has your hours at 78 hours for the two weeks and you work 39 hours per week. But when you do the “bonus” overtime is anything over 80 hours is considered overtime pay. So you will be working 2 hours overtime for regular pay. This doesn’t include any paid holidays, time off, Etc. They also mess up on your pay. You have to be very vigilant on your hours and the pay. Then you will submit a correction email to workforce in which you will receive your money later. On the first day all equipment is provided for at home workers so that is great! You will be using two desktop screens, one laptop, a keyboard, a mouse and you use your personal cellphone to take calls. They do not tell you this as you go through onboarding. There is no phone to take home and you cannot connect one. You have to use your personal cellphone or purchase a business phone at your own cost. You can open an account on the day you start as well. They will definitely help you with that. 


Pros
￼ Great benefits and steady schedule — health, retirement, and predictable weekday hours.
￼ Thorough training and helpful managers who actually coach instead of just criticizing.
￼ Strong sense of mission — members genuinely appreciate the products and service, which makes conversions easier.
￼ Team-oriented culture: peers share leads, celebrate wins, and cover shifts when needed.
￼ Clear advancement path if you want to move into lending or branch management.

Cons
￼ Sales goals are real — monthly quotas and upbeat outreach targets can feel intense during slow seasons.
￼ Some backend processes and legacy systems slow you down when you’re trying to close a deal.
￼ Commission structure rewards product stacking, so you’ll need to be comfortable cross-selling.
￼ Customer files and compliance checks add paperwork time; attention to detail is required.

Workday snapshot
A typical day starts with a brief team huddle to review goals and prioritized prospects. Mornings are heavy on outbound calls and scheduling appointments; afternoons focus on in-branch consultations and processing paperwork. Managers sit in on calls sometimes to coach. There’s time for follow-up and system updates between appointments.

Management and coaching
Managers emphasize consultative selling over hard closes. They provide role-play sessions, listen to calls, and give actionable feedback. Performance reviews are regular and tied to measurable metrics.

Pay and incentives
Base pay is solid for the area with commission/bonuses for hitting quotas. Top performers can see a meaningful boost from incentive programs and recognition awards.

Tips for success
￼ Be consultative: members respond well when you focus on solutions, not quotas.
￼ Master the product suite so cross-sell opportunities feel natural.
￼ Keep detailed notes to speed up underwriting and compliance.
￼ Build friendships with branch staff — internal referrals help a lot.

Would I recommend it?
Yes, if you’re motivated by targets, enjoy helping people find financial solutions, and like a team environment with clear growth opportunities. If you prefer zero sales pressure or a fully automated role, this might not be the best fit.

Do not! I repeat do not take the Member Service Rep job at this place! Let me tell you this. They will not fully tell you what this job  is about it. It is a sales job! They did not tell anyone they hired that this is what this job is. They acted as if it was just a customer service job, it is not! I had two interviews to get this job and it was left out by everyone I spoke too. Also this job is only 37.5  hours a week. It is not 40. They did not tell us that either. Basically they lied to us to get us to take this job. They still do not tell you, you have sales goals to reach on the job application itself. You have stats that raise every 6 months whether it's for calls taken, availability, opened accounts, add on products loans, etc. You have to be a machine. Nothing is ever enough and they will just keep coming at you with stuff that leads to stress and burnout.! To get a raise you have to have good stats across the board. Good luck with that. If your stats are not up to there lofty standards after 8 months your fired. Which in all honesty will feel like a mercy killing compared to the threat of being employed here longer that 8 months.The management are decent people but they are not knowledgeable about Penfed policy's. You call them for help and they don't know the answer. Yet they insist you call them. You can't win in this place. So many people have left it is not funny. You will last 6 to 8 months and after that you will head to the door running. This job could be okay but, demands are such any goodwill that is given is overlooked by the shear madness of it all. I am writing this as a service to the public. I don't want anyone to have to deal with this nonsense!!! Do yourself a favor look elsewhere. I don't care how bad it is looking for you. DO NOT TAKE THIS JOB! Your time could be better spent finding a real job. Not this temporary stop of insanity. Do not waste your time..............

If you are used to working in a call center, this is basically the same as any other call center. Of course, it has its own guidelines but is the job itself is not bad. It is a company that will give you a pay raise every 3 months if you meet their numbers, which I did. The problem with this company is not the job itself .... it is management. They are constantly threatening you with getting fired or telling if you don't like things, there is the door. I have never worked in a company that did this to its employees.  If you had a scheduled sick day, no problem. But if you had an unscheduled sick day or personal day, it would count as one incidence .... 10 incidences in one year, they constantly threatened you with  getting fired. It does not matter if you go to the emergency room or have doctor documentation.  They don't care ... you will still get the incidence. Granted, at times...not often and not to all....they would work with you... UT that is not the norm. If you have a family emergency or not feeling well, you will have the stress that you are going to get penalize for it. It is  very stressful....It is a toxic atmosphere. 
Not all is unpleasant...the work itself, not bad ... the coworkers are pleasant but you always have those you have to watch your back. They will smile and be pleasant, while stabbing you on the back.  You work 37.5 hours a week...not 40. It is a way for the company not pay overtime if your calls get extended. You will never go over 40 hours. 
No, I am not a disgruntled employee...I left on good terms....and everything I have written here is basically the same I told the HR representative  on my exit interview on my last day.   There many unhappy ppl there that have their reasons for being there,  but many are always searching the job postings. I was lucky to have landed another job....and I chose the door like we were told to do if we didn't like it.

It's very hard to get hired here, and annoying to try. First, their job application and interview processes horrendous. (Very old school.) First, you'll have to fill out oodles and oodles of application paperwork online just to submit the app. If you can survive that annoyance - and pique someone's interest (by using job description key words), you may eventually get an email from an HR Recruiter - informing you to do it all over again (phase 2 request of info) in order to "complete the application process". This time, making it legal an binding contract/agreement.

Once you spend even more of your time submitting that oodles and oodles of your personal data, you'll get another request from HR requesting that you must FIRST "agree" to basically allowing them to conduct a credit check, background investigation, and an employment history investigation (conducted via their third-party background-check service provider "BIGreport.com"). 

All of this for a 10-15 minute interview with a "senior" HR Recruiter who was unable to answer ONE singe question I had about the position's role, attributes, and job responsibilities. On top of that, the pay was $10K lower than anything I would have ever accepted. A complete waste of time that could have been completely avoided (for them - and for me.) 

I look forward to the day when companies scrap HR Recruiters - and use AI instead. This way, I can actually speak to someone who can answer my questions about said job - instead of not knowing a thing about it, yet being the gatekeeper for it. 

I do not recommend applying here. You can expect a low ball offer. They are not competitive. 

If you're great at sales, then this would be a good fit for you. But they'll reel you in by saying it's not a sales-centric position, that it's primarily customer service. But once you're out of training, you have a scorecard with various metrics to meet--how many new funded accounts you open, loan and credit card apps, add-ons, and calls per hour . These goals will increase every 6 months. It honestly wasn't too bad, until this last spring, when the workforce optimizer was implemented, basically scheduling your breaks and lunches. Then the focus really shifted from "providing Best-In-Class member service" (their favorite line to parade) to essentially being expected to take 50+ calls each shift, averaging no more than 5 minutes each, oh and sell all these products. Plus, starting in 2020 an adherence goal will be implemented--so if you get stuck on a long call, you're penalized. Or, if you want to get a drink or use the restroom but it's not one of your two scheduled 10 minute breaks or 30 minute lunch time, don't take more than 2 minutes total, or less than 10 minutes of unscheduled "break" time per day. Want to advance or transfer out of the MSR position? No chance of that through the beginning of 2020, as folks in the mortgage and equities departments were given primary choice for transfers due to the reorganization taking place with those groups.

While the people I worked with were great, the culture over the 15 months I spent there went from very supportive of their employees to seeing them as little more than cogs in the machine. And as a member service rep, the declining quality of service was something that was heard and seen a lot from members, both in the calls and feedback surveys.

PenFed is a credit union that functions more like a bank. The MSR job has a ton of monthly stat goals, including how many calls you take per hour, how long you are on breaks, number of loan applications per day, checking accounts opened, other products, QA on your calls and survey responses from members. You are required to cross sell a product on every call. If you don't meet your sales goals each month, you will "owe" them for next month. It's difficult to get caught up once you get behind. Many employees find themselves on performance plans. It's normal at PenFed to have employees struggling with their stats.

They give a good amount of vacation and sick leave, however; if you take more than a couple of sicks days off a year it will be noted in your file. Do not expect to advance to other jobs unless you have perfect attendance. I have 80 hours of sick leave but not really opportunity to use it. The stress of the job tends to lead seasoned employees to call in "sick" a lot but after a while this will nix your chances to advanced in the company. This really lowers morale and overall performance. 

When you go through training they let you know the MSR job is the toughest at the company. You only need to stay at that job for 6 months then apply for other jobs. Once my 6 months came around they had extended the requirement to 1 year and had a hiring freeze on all other departments. In the last month they have finally opened up a couple of positions. Be prepared to have perfect stats, sales and attendance to apply.

I have worked in 2 different positions at Penfed, the first was just entry level stuff like data entry, routing emails, answering front desk calls, running mail, etc. And that position was amazing, it could be relaxed or fast pace depending on the day and I wasn't stuck at my desk all the time.I also got to know a lot of really cool people in the company and learn so many new things. 

After a year in that position I applied and was promoted to an over the phone MSR (member service representative), this position although it pays better it's a little too much stress and pressure for me to personally handle. It could also be that I'm just not meant to be an office worker cause sitting in the same place all day drives me mildly insane XD. 

The job itself isn't terrible, you get a month long paid training for the systems and products and the trainers and Managers at this job are honestly the best I've ever had. They're super supportive and really want every single one of their employees to grow and succeed. And this goes for the whole company, from Corporate to HR to even just your other coworkers everyone at this company is simply amazing. 

Overall Penfed is an amazing place to work. Great people, great management, good pay and benefits, and plenty of opportunity for growth and promotion. Just be weary if you're someone who can't handle stress well or maybe has some issues with anxiety this may not be the job for you.

PenFed was definitely a great place to learn about banking. The problem is that they use a very old system. The company is trying to "encourage" members to be self-sufficient but many of the technological "advances" that PenFed makes is an "upgrade" to more technology. Members have to send in "signed" documents for just about everything. Most of the members are very nice but there are some members that think of you as the lowest of the low. Advancement is very flawed within the company. Instead of advancing a front line member service representative to another position, they will hire someone from the outside into that position. You also receive different answers about advancement from different people. I was told that I could apply for a "non-phone" position in 3 months. When 3 months rolled around, I was then told 6 months. When my 6 month period rolled around, miraculously the human resources department "updated" the handbook so then I was required to wait a year. Between that and the terrible technology upgrades/rollouts, that was enough for me to leave the company. I'm not sure if the technology team just was not experienced but every time they "rolled out" a new upgrade, it failed horribly and the member service representatives had to deal with the complaints and issues it caused.

I hated going to work at Penfed, the job was overwhelming at first, then mind numbingly boring once you got the feel for it. There are some office politics that affect promotion even if your stats are good. The stats though... You need so many checking accounts, loans, credit insurance policies, auto policies all while answering 7.5 calls or better per hour and being at your desk 80% of the time you're there (Including lunch). I understand while Wells Fargo had the scams as management is breathing down your neck to perform and sell at Penfed as well. All for no commission! They have an A - F grading system where you get an overall GPA. But the supreme stat is your surveys, which are only triggered once you take a loan application or money market certificate. So if they get turned down, which many will, they blast you on your survey. Bad surveys means no promotion, despite management promising it wouldn't affect promotion upon rolling out the survey system. You can't even apply for a promotion if your surveys and stats aren't good, and many "promotions," are lateral moves. Meaning, same pay, but you may hate your job less. Most everybody at Penfed complains about Penfed and the majority are looking for another job. I did learn a lot about banking and credit reports here though. Very poor morale here, and once you leave you can not cash out on paid time off.

Top Job Titles	Average Salary
Member services representative 3 salaries reported	$15.00 per hour
Loan officer 10 salaries reported	$58,200 per year
Director 3 salaries reported	$180,000 per year
Customer service representative 6 salaries reported	$22.50 per hour
Mortgage processor 4 salaries reported	$51,500 per year

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