Referral Counselor

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.
Berkshire Hathaway HomeServices PenFed Realty (PenFed Realty), a wholly owned subsidiary of PenFed Credit Union (PenFed), is hiring a Referral Counselor at our Alexandria, Virginia location. The primary purpose of this job is to be responsible for facilitating a connection from the customer/member to a certified Real Estate Agent and/or PenFed Mortgage Loan Officer. This position will provide referral management, customer satisfaction, partner satisfaction and service delivery.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.

• Act as the BHHS PenFed Realty point of contact for customers/members moving through referral channels.
• Act as the BHHS PenFed Realty point of contact for partners referring customers through our Business Development Department.
• Act as the BHHS PenFed Realty point of contact for all members requesting PenFed Real Estate Rewards Mortgage information and real estate assistance.
• Conduct a thorough needs assessment at the onset of the moving process. Work with the customer/member to ensure all needs are understood and met.
• Track, monitors, follows up with potential leads, answers all questions and provides all documentation requested, as well as updating designated partner databases.
• Follow phone and email scripts when communicating with customers/members.
• Referral entry in company’s system of record to ensure proper managements.
• Will be required to maintain multiple phone lines during shift.
• Will be required to maintain detailed phone conversations.

Qualifications: Equivalent combination of education and experience is considered.

• Bachelor’s Degree in a related field is preferred.
• Minimum of three (3) to five (5) years of experience in customer services or real estate is preferred.
• Direct client interaction and advisory experience preferred.
• Proficient in Microsoft Office suite
• Exceptional oral and written communication.
• Ability to work in a fast paced environment with competing priorities.

Supervisory ResponsibilityThis position will not directly supervise employees.
Licenses and CertificationsRelocation certification courses required by Partners
Work EnvironmentWhile 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.*
TravelAbility to travel to various worksites and be on-call is required.
Special Message Regarding COVID 19PenFed 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 novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing.About Us: Berkshire Hathaway PenFed Realty, LLC is a full-service real estate brokerage firm with over 60 offices and 1,700 world-class sales professionals, offering complete service coverage in Virginia, Maryland, District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas markets. Founded in 2006, we are a wholly owned subsidiary of one of the country’s largest and most financially stable credit unions, PenFed. We are also one of the largest franchisees within the Berkshire Hathaway Home Services network. The Berkshire Hathaway HomeServices network stands among only a few organizations entrusted to use the storied Berkshire Hathaway name, a name representing strength, integrity, trust and universal respect. PenFed’s products, pricing, and financial stability coupled with the Berkshire Hathaway brand creates a powerful combination for growth within the residential real estate arena. With growth of over 900% in the past 5 years, PenFed Realty is recognized as one of the fastest growing real estate brokerage firms in the country. Our mission is to recruit, retain, and support the most knowledgeable real estate agents in the industry so that we may ensure a smooth and hassle free home buying experience. 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 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 531-444-8329.