Customer Service Representative

3 weeks ago

MagstattleBas, Grand Est, United States PENFED Credit Union Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team at PenFed Credit Union. As a Customer Service Representative, you will be responsible for providing exceptional member service by answering incoming calls, providing basic account and product information, and performing account transactions and maintenance.

Key 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.
Requirements
  • Associates 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.
Competency Requirements
  • Service Level 1
    • Obtain the essential understanding of PenFeds 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 ones work schedule and attend meetings as scheduled and on-time.
  • Service Level 2
    • Demonstrate thorough understanding of PenFeds 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 ones work schedule and attend meetings as scheduled and on-time.

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