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Call Center and Financial Center Support Representative

PenFed Credit Union

This is a Full-time position in fort hood, TX posted June 2, 2021.

The future of PenFed starts with you! Our goal at PenFed is to empower our members to “Do Better” financially. Our team is responsible for providing the highest level of customer service. We are looking for talent that thrives in a fast-paced call center environment and can stay motivated by the pace of the work. We value our employees and believe great success is achieved through teamwork. PenFed is hiring a Call Center and Financial Center Support Representative at our Fort Hood, Texas location. The primary purpose of this job is to extend member relationships by offering appropriate financial solutions and services to meet our members’ needs through both inbound and in-person service channels. The incumbent will also train to conduct cash transactions and will be asked to process transactions both accurately and efficiently as needed.  This position will be responsible for providing best-in-class member service by answering incoming calls, providing account and product serving and capable of servicing members needs for account maintenance and troubleshooting issues that may arise.  Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Assist PenFed members in their channel of choice, covering primarily inbound calls but also supporting lobby visits when requested.Provide support to members understanding PenFed’s products and services.Maintain exceptional call standards, meeting daily expectations in both quantity of calls and quality of Member Service.Maintains proficiency in all PenFed products, services, policies, and procedures through continued self-study and monitoring of Knowledge published changes and updates.Deliver results through consultative conversations, matching members needs to applicable products and service.  It is expected teammate will meet or exceeding goals in a member-centric, results driven environment.Display strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service.Demonstrate member service skills and the ability to resolve problems independently; utilizing online resources, critical thinking, and problem-solving skills or escalate as needed Utilize industry leading solutions to meet the unique financial needs of our members to include business partner resources like home loans, wealth management, financial education, and managing debt.Establish solid working relationships with teammates, business partners and internal network by contributing to teamwork and collaboration within the organization.Display passion, commitment, and a drive to deliver an experience that improves our members’ financial lives by uncovering members needs and offering PenFed loan and share products as appropriate.Demonstrate initiative and a commitment to continuous learning, and the ability to adapt to changing demands and requirements.Assist members’ thorough loan process to include inputting loan applications, reviewing terms and conditions, and disbursement.   Remain knowledgeable of the competitive landscape within the financial services industry. Strong organizational skills including the ability to manage multiple responsibilities and prioritize. Provide assistance performing cash transactions when necessary to meet member needs and deliver best in class member experience.Provide support to other branches to include working weekends and/or extended hours as required to operate the business.Support additional PenFed initiatives to support needs of members, and business. Qualifications Equivalent combination of education and experience is considered.High School diploma or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.  Minimum of one (1) year of demonstrated successful sales experience is required.Experience in financial services and knowledge of financial services industry, products, and solutions.Strong oral communication and listening skills required.   Supervisory ResponsibilityThis position will not supervise employees. Licenses and CertificationsThere are no additional certifications required. Work EnvironmentWhile performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.Able to communicate via phone for majority of the day.Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. TravelAbility to travel to various worksites and be on-call may be required. Special Message Regarding COVID 19PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world.  In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256. #LI-KG1

About PenFed Credit Union

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