Member Service Specialist

2 months 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 in search of skilled professionals who excel in a dynamic call center atmosphere. Our commitment to teamwork fosters an environment where our employees can thrive and contribute to our mission of empowering members to achieve their financial goals.

We are currently seeking a Customer Service Representative to join our service center. The primary responsibility of this role is to deliver outstanding member service by managing incoming calls, offering essential account and product information, and executing account transactions and maintenance. Additionally, this position involves educating members about a diverse range of products and services while providing tailored recommendations to meet their financial needs. This role demands the ability to handle a high volume of calls in a fast-paced environment, and successful candidates will complete a comprehensive member service training program, including practical training and call evaluations.

Compensation:
Starting rates will range from $19.00 to $22.00 per hour, based on education and relevant experience.

Key Responsibilities:
Note: This list is not exhaustive and additional duties may be assigned.

  • Handle a high volume of inbound member calls and accurately process requested transactions related to PenFed's deposit, credit card, and loan products.
  • Deliver a Best-in-Class member experience in every interaction.
  • Respond to member inquiries through chat and outbound calls.
  • Effectively research, resolve, and de-escalate member concerns.
  • Address issues within your authority and refer complex problems to the resolution team with appropriate recommendations.
  • Maintain accurate member records and document all interactions.
  • Act as a liaison between members and various internal departments.
  • Stay informed about PenFed's deposit, credit card, and loan products.
  • Participate in team meetings to ensure alignment with objectives.
  • Achieve cross-selling and productivity targets each month.
  • Complete various training phases covering different call topics.
  • Educate members on PenFed's offerings to support their financial aspirations.
  • Navigate multiple banking platforms efficiently using internet browsers and software applications.
  • Perform additional related tasks as required.

Qualifications:
Equivalent combinations of education and experience will be considered.

  • Associate's degree or one year of college-level education, or a combination of education and experience that equips the candidate with the necessary skills and knowledge for the role.
  • A minimum of one year of customer service experience in a call center, service-oriented environment, or financial institution is preferred.
  • Strong verbal and written communication skills are essential.
  • Excellent time management abilities are required.
  • Ability to thrive in a fast-paced call center environment.
  • Proficiency in standard business computer operations, internet applications, web browsers, email, and various Windows-based software.
  • Capability to work across multiple systems to gather account data and address member requests promptly.
  • Consistently present a positive and professional demeanor over the phone.
  • Adaptability to changes in organizational processes and systems.

Competency Requirements:

  • Service Level 1:
    • Gain a foundational understanding of PenFed's products and services.
    • Complete Member Service training and pass the Service Level I assessment.
    • Fulfill minimum compliance training requirements for the Service Level I role.
    • Meet scorecard standards in quality and efficiency.
    • Understand how your role contributes to departmental objectives.
    • Describe the core products and services offered by the organization.
    • Adhere to policies, rules, and regulations.
    • Set personal performance improvement goals.
    • Track work schedules and attend meetings punctually.
  • Service Level 2:
    • Demonstrate a comprehensive understanding of PenFed's products and services.
    • Complete the second level of Member Service training and pass the Service Level II assessment within the first six months of employment.
    • Fulfill remaining compliance training requirements for the Member Service role within the first six months of employment.
    • Meet or exceed scorecard standards in quality and efficiency.
    • Set personal performance improvement goals.
    • Track work schedules and attend meetings punctually.

Work Environment:
The role is typically performed in an indoor office setting with moderate noise levels.

*Most positions require working in an office environment with moderate noise and the ability to lift up to 25 pounds.*

Travel:
No travel is required for this position.

About PenFed:
Founded in 1935, PenFed is recognized as one of the nation's most robust and stable financial institutions, serving over 2.8 million members with more than $36 billion in assets. We provide services to members across all 50 states, the District of Columbia, and internationally. As a federally insured institution, we are committed to maintaining high standards of service and support.

We offer our employees a comprehensive benefits package, including medical, dental, and vision plan options, generous paid time off, a 401(k) plan with employer matching, on-site fitness facilities at select locations, and more.

Equal Employment Opportunity:
PenFed is committed to maintaining a workplace free from discrimination and harassment. We uphold policies that promote equal opportunity for all individuals regardless of race, color, creed, age, sex, gender identity, religion, national origin, marital status, military status, disability, or any other status protected by law. We also provide reasonable accommodations for qualified individuals with disabilities to ensure they can apply for and perform the essential functions of their job.

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