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Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $19.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Paid holidays
Employee Discounts
Training and Development
Job Description
PenFed, also known as Pentagon Federal Credit Union, is a leading financial institution in the United States dedicated to providing exceptional financial services and products to its members. With a rich history of supporting military members, veterans, and their families, PenFed has evolved into one of the nation's top credit unions, boasting a large member base and a wide range of offerings, including deposit accounts, credit cards, loans, and various financial products. As a company, PenFed prioritizes financial education, member satisfaction, and technological innovation to maintain its competitive edge and foster lasting relationships with its members. The organization operates multiple... Show More
Job Requirements
- Associate's degree or 1 year of college-level education or equivalent combination of education and experience
- Minimum one year customer service experience in a call center, service-oriented environment, or financial setting preferred
- Excellent verbal and written communication skills
- Exceptional time management skills
- Ability to work in a fast-paced, phone queue/call center environment
- Proficiency in standard business computer operations, internet applications, web browsers, email, and Windows-based software
- Ability to work in multiple systems for account data and research
- Consistently positive and professional phone presence
- Ability to adapt to changes in organization, processes, and systems
Job Qualifications
- Associate's degree or 1 year of college-level education or equivalent combination of education and experience
- Minimum one year customer service experience in a call center, service-oriented environment, or financial setting preferred
- Excellent verbal and written communication skills
- Exceptional time management skills
- Ability to work in a fast-paced, phone queue/call center environment
- Proficiency in standard business computer operations, internet applications, web browsers, email, and Windows-based software
- Ability to work in multiple systems for account data and research
- Consistently positive and professional phone presence
- Ability to adapt to changes in organization, processes, and systems
Job Duties
- 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 beyond authority to resolution team with recommendations
- 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 met
- Meet cross-selling and productivity metrics each month
- Successfully complete different phases of training including call topics
- Educate members on PenFed products and services to support financial goals
- Efficiently navigate multiple banking platforms and software
- Perform other related duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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