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 :

Competency Requirements :

Service Level 1 :

Service Level 2 :

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.

Travel :

Travel will not be required for this role.

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