Member Service Representative

Customer Service Representative

PenFed is hiring a Customer Service Representative to work onsite at our San Antonio, Texas service center. The primary purpose of this position is to provide best-in-class member service by answering incoming calls, providing basic account and product information while performing account transactions and maintenance. This position will also be responsible for educating members on a wide variety of products and services and making recommendations for the member's financial needs. This is a fast-paced call center environment which requires the incumbent to take a high volume of calls daily. The incumbent must successfully complete the member service training program including on-the-job training and call monitoring. Starting rates will range from $19.00 and $22.00 per hour, depending on education and relevant work experience.

Responsibilities:

• Answer persistent inbound member calls and accurately complete requested transactions regarding PenFed deposit, credit cards, and loan products.
• Provide a Best-in-Class member experience in all member interactions.
• Answer member inquiries via chat functionality and outbound calls.
• Calmly research, resolve, and de-escalate member questions or issues.
• Resolve problems that are within authority to resolve. Refer problems that are beyond authority to resolution team, along with recommendations for resolution.
• Update member records and document member calls.
• Act as a liaison between members and various departments.
• Maintain working knowledge of PenFed deposit, credit cards, and loan products.
• Participate in team meetings to ensure objectives are being met.
• Meet cross-selling and productivity metrics each month.
• Successfully complete different phases of training consisting of different call topics.
• Educate members on PenFed products and services to best support their financial goals.
• Efficiently navigate multiple banking platforms via internet browsers and other software.
• Perform other related duties as assigned.

Qualifications:

• Equivalent combination of education and experience is considered.
• Associate's degree or 1 year of college-level education or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
• A minimum of one (1) year customer service experience in a call center, service-oriented environment, or financial setting preferred.
• Excellent verbal and written communication skills required.
• Exceptional time management skills required.
• Ability to work in a fast-paced, phone queue/call center environment.
• Demonstrated proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
• Ability to work in multiple systems to obtain account data and complete research and requests for members and applicants in a timely manner.
• Ability to present a consistently positive and professional presence over the phone.
• Ability to adapt and embrace changes in organization, processes and systems as needed.

Competency Requirements:

Service Level 1:

• Obtain the essential understanding of PenFed's products & services.
• Complete Member Service training and pass the Service Level I assessment test.
• Complete the minimum required compliance training for Service Level I role.
• Meet the score card requirements in Quality and Efficiency.
• Understand how the job contributes to departmental goals.
• Describe the core products or services of the organization.
• Comply with policy, rules, and regulations.
• Set goals to improve personal performance.
• Keep track of one's work schedule and attend meetings as scheduled and on-time.

Service Level 2:

• Demonstrate thorough understanding of PenFed's products & services.
• Complete the second level of Member Service training and pass the Service Level II assessment test within the first 6-months of employment.
• Complete remaining compliance training requirements for the Member Service role within the first 6-months of employment.
• Meet or exceed the score card requirements in Quality and Efficiency.
• Set goals to improve personal performance.
• Keep track of one's work schedule and attend meetings as scheduled and on-time.

Supervisory Responsibility:

The role will not supervise employees.

Licenses and Certifications:

There are no additional 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:

Travel will not be required for this role.

Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.