Member Service Associate

2 weeks ago


San Antonio, Texas, United States PENFED Credit Union Full time

Position Overview:

At PenFed, we prioritize exceptional member experiences, and this begins with our dedicated team. We are looking for individuals who excel in a dynamic call center atmosphere. Our commitment to teamwork fosters an environment where success is a shared goal. If you are passionate about helping others, you may find your place with us.

Role Summary:
We are currently seeking a Customer Service Representative to provide outstanding service at our service center. The main responsibility of this role is to deliver top-tier member assistance by managing incoming calls, offering essential account and product information, and executing account transactions. Additionally, you will educate members about a diverse range of products and services, tailoring recommendations to meet their financial needs. This role demands handling a significant volume of calls in a fast-paced environment, requiring successful completion of our comprehensive training program.

Key Responsibilities:
Note: This list is not exhaustive and may include other duties as assigned.

  • Handle incoming member calls efficiently and complete requested transactions related to various financial products.
  • Deliver a premier member experience in every interaction.
  • Respond to member inquiries through chat and outbound calls.
  • Effectively research and resolve member issues, ensuring a calm and professional approach.
  • Document member interactions and update records accurately.
  • Act as a liaison between members and internal departments.
  • Maintain a thorough understanding of financial products and services.
  • Participate in team meetings to track progress towards objectives.
  • Achieve monthly cross-selling and productivity targets.
  • Complete various training phases covering different call topics.
  • Educate members on financial products to support their goals.
  • Navigate multiple banking platforms efficiently.

Qualifications:
We consider a combination of education and experience.

  • Associate's degree or one year of college-level education, or a combination of education and experience that equips you with the necessary skills.
  • At least one year of customer service experience in a call center or service-oriented environment is preferred.
  • Strong verbal and written communication skills are essential.
  • Excellent time management abilities are required.
  • Ability to thrive in a high-volume call center environment.
  • Proficiency in standard business computer operations and various software applications.
  • Capability to work across multiple systems to gather account data and fulfill member requests promptly.
  • Consistently present a positive and professional demeanor over the phone.
  • Adaptability to changes in processes and systems as necessary.

Work Environment:
This position is typically performed in an office setting with moderate noise levels.

Travel:
No travel is required for this role.

About PenFed:
Founded in 1935, PenFed is one of the nation's most robust financial institutions, serving over 2.8 million members with assets exceeding $36 billion. We are federally insured and committed to providing exceptional service to our members worldwide.

Equal Employment Opportunity:
PenFed is dedicated to maintaining a workplace free from discrimination and harassment. We provide reasonable accommodations for qualified individuals with disabilities to ensure equal opportunities in the hiring process.



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