Member Service Representative- EXCITING NEW PAY RATE!
Company: PenFed Credit Union
Location: San Antonio
Posted on: January 14, 2021
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Job Description:
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.We are currently hiring Member Service Representatives in
our San Antonio Service Center at 19500 Bulverde Road. 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 salary for this role will range from $16.11
and $19.48 per hour, depending on education and relevant work
experience.COVID 19 StatementPenFed 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.Training will be conducted in office as well as from
home. Training will includes a combination of: in class/office
learning, web-based instructor led training and guided online
modules.Once training is completed, teammates will be scheduled to
rotate between working from home and in the office until local and
state officials issue new guidance around social distancing.PenFed
is committed to the safety of our teammates around the globe. If
you have any questions or concerns, please reach out to us for more
information.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. *
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 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.Supervisory ResponsibilityThe role will not
supervise employees.Competency RequirementsService 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 Efficency.--- 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 Efficency.--- Set goals to improve personal
performance.--- Keep track of one's work schedule and attend
meetings as scheduled and on-time.Licenses and CertificationsThere
are no additional certifications required.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.*TravelTravel will not be required for
this role.What we offer* Generous paid time off that begins
accruing on first day of employment (a total of 32 days of
accumulated leave in year one)* Comprehensive medical, dental and
vision benefit plans with options to fit any lifestyle (available
within 30 days of hire)* 401K plan with employer match* Casual, fun
work environment* Onsite gym facilitiesAbout Us Established in
1935, PenFed today is one of the country's strongest and most
stable financial institutions with over 2 million members and over
$26 billion in assets. We serve members in all 50 states and the
District of Columbia, as well as in Guam, Puerto Rico and Okinawa.
We are federally insured by NCUA and we are an Equal Housing
Lender. We are available to members worldwide, via the web, seven
days a week, twenty-four hours a day.Equal Employment
OpportunityPenFed 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.
#CB
Keywords: PenFed Credit Union, San Antonio , Member Service Representative- EXCITING NEW PAY RATE!, Other , San Antonio, Texas
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