Mortgage Leads Optimization Analyst (Hybrid)

PenFed Credit Union; Phoenix (AZ); Hybrid; USD 60,000 - 113,000; Full time

Job summary

PenFed Credit Union is hiring a Hybrid Leads Management Analyst for Phoenix, AZ or San Antonio, TX. You will help implement campaigns to optimize mortgage and home equity loan production and build a mortgage lead workflow in Velocify that integrates with Salesforce and other platforms.

You’ll drive lead distribution, prioritization, and reporting while partnering with departments to meet performance targets.

Qualifications

• Bachelor's degree in business administration or equivalent experience.
• Minimum of four (4) years of experience in lead management and/or CRM.
• Minimum of two (2) years of experience in the Velocify/Salesforce ecosystem or equivalent CRM/lead management system.
• Experience with Agile development processes.
• Experience with Genesys Cloud and/or Salesforce.
• Demonstrated analytical and quantitative skills to analyze data.
• Ability to manage multiple priorities and utilize internal and external resources to achieve goals.
• Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions.
• Must be service-oriented and demonstrate collaborative behaviors.
• Experience using AI tools preferred.

Responsibilities

• Assist in strategy and planning sessions with stakeholders.
• Develop and optimize mortgage and home equity loan lead workflows.
• Build reports and dashboards to monitor performance and KPIs.
• Distribute, prioritize, and route leads within CRM systems.
• Support loan officers with tools to maximize performance.
• Ensure data quality and compliance with TCPA/state regulations.
• Monitor and troubleshoot lead capture/routing issues to keep systems running smoothly.
• Collaborate with IT and external vendors to implement CRM enhancements.

Skills

Lead management

CRM systems

Agile development

Data analysis

Communication skills

Team collaboration

Discretion

AI tooling

Education

Bachelor's degree in business administration

Tools

Velocify

Salesforce

Genesys Cloud

Job description

PenFed Credit Union is hiring a Hybrid Leads Management Analyst for Phoenix, AZ or San Antonio, TX. You will help implement campaigns to optimize mortgage and home equity loan production and build a mortgage lead workflow in Velocify that integrates with Salesforce and other platforms.

You’ll drive lead distribution, prioritization, and reporting while partnering with departments to meet performance targets.