Customer Care Advisor

1 week ago

MagstattleBas, Grand Est, United States PENFED Credit Union Full time

Customer Service Representative (NEW STARTING PAY $19 - $22 per hour)

Overview

We are thrilled to introduce a new starting pay scale for our Customer Service Representatives, ranging from $19.00 to $22.00 per hour, based on educational background and relevant experience.

At PenFed, we are dedicated to empowering our members to achieve their financial goals. Our team is committed to delivering exceptional customer service. We seek individuals who excel in a dynamic call center environment and maintain motivation amidst a busy workload. Our organization values community engagement, and our team’s commitment to helping those in need is driven by our people.

We are actively recruiting **Customer Service Representatives**. The main objective of this role is to provide outstanding customer service by handling incoming calls, offering basic account and product information, and performing account transactions and maintenance. This position also involves educating members about a diverse range of products and services and making tailored recommendations to meet their financial needs. The role demands handling a high volume of calls daily in a fast-paced call center setting. Successful candidates will complete a comprehensive member service training program, including on-the-job training and call monitoring.

Responsibilities

  • Handle a high volume of inbound member calls and accurately process requested transactions related to various financial products.
  • Deliver a top-tier member experience in all interactions.
  • Respond to member inquiries through chat and outbound calls.
  • Effectively research, resolve, and de-escalate member issues.
  • Address problems within your authority and refer complex issues to the appropriate resolution team with recommendations.
  • Maintain accurate member records and document all member interactions.
  • Serve as a liaison between members and different departments.
  • Keep updated on PenFed's financial products and services.
  • Participate in team meetings to ensure goals are being met.
  • Achieve cross-selling and productivity targets monthly.
  • Complete various training phases covering different call topics.
  • Educate members on PenFed's offerings to support their financial aspirations.
  • Efficiently navigate multiple banking platforms and software applications.
  • Perform additional related duties as assigned.

Qualifications

  • Equivalent combination of education and experience is acceptable.
  • Associate's degree or one year of college-level education, or a combination of education and experience that equips the individual with the necessary skills and knowledge.
  • A minimum of one year of customer service experience in a call center or service-oriented environment is preferred.
  • Excellent verbal and written communication skills are essential.
  • Strong time management abilities are required.
  • Ability to thrive in a fast-paced call center environment.
  • Proficiency in standard business computer operations and various software applications.
  • Capability to work across multiple systems to retrieve account data and fulfill member requests promptly.
  • Ability to maintain a positive and professional demeanor over the phone.
  • Flexibility to adapt to changes in processes and systems.

What We Offer

  • Generous paid time off that begins accruing on the first day of employment.
  • Comprehensive medical, dental, and vision benefits available within 30 days of hire.
  • Employer matching contributions for eligible employees.
  • 401K plan with employer match.
  • A casual and enjoyable work environment.
  • Onsite gym facilities.

PenFed is one of the nation's most stable financial institutions, serving over 2 million members and managing over $26 billion in assets. We are federally insured and committed to providing exceptional service to our members.

Equal Employment Opportunity

PenFed is dedicated to maintaining a workplace free from discrimination and harassment. We ensure equal opportunity in all aspects of employment and are committed to accommodating individuals with disabilities.

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