Sales Service Representative

** Job Overview*
* Pen Fed is hiring a (Hybrid) Sales Service Representative at our San Antonio, Texas;
Papillion, Nebraska;
Omaha, Nebraska or Eugene, Oregon service center. The primary purpose of this position is to provide best-in-class member service by answering incoming calls and providing account and product information and handling sales calls. The incumbent will be responsible for taking MSR Service I and II calls when necessary and must maintain proficiency in those skills. This position will also be responsible for educating members on a wide variety of products and services and making recommendations that best fit the member's financial needs.

The incumbent must successfully complete the Sales Service Representative training program including on-the-job training and call monitoring. The successful incumbent must maintain proficiency and meet or exceed in all scorecard requirements.

** 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.

+ Research and resolves member problems within delegated limits.

+ Perform appropriate identification and authentication with each caller.

+ Provide best-in-class service on every member interaction.

+ Answer inbound member communication about advanced topics of a sales nature while ensuring Best-In-Class member experience.

+ Answers transferred member calls with sales referrals for Pen Fed financial products and services.

+ Maintain a thorough level of knowledge of Pen Fed's products and services. Actively listens to, understands, and provides needs based, consultative sales solutions for our members using influential sales skills to close sales that are beneficial for the member and Pen Fed.

+ Assist and educate members on the use of Pen Fed Online (PFOL), mobile banking and other remote channels of banking.

+ Maintain subject matter expertise and proficiency in all Pen Fed loan applications flows, Consumer loan processing and consumer loan insurance products.

+ Maintain knowledge of Pen Fed's products and services such as membership, checking, credit cards, etc.

+ Participate in outbound telephone campaigns educating members about Pen Fed products & services.

+ Maintain relationships with subject matter experts in Consumer Underwriting and Processing (CUP) and other key departments to use as resources on the advanced topics described above.

+ Engage in regular sales training workshops as required.

** Qualifications*
* Equivalent combination of education and experience is considered.

+ Associates degree or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.

+ Minimum of two (2) years' work experience in a service-oriented field preferred.

+ Prior sales experience preferred.

+ Knowledge of consumer banking products required.

+ Strong oral communication and listening skills required.

+

Experience with AI preferred.

** Supervisory Responsibility*
* The role will not supervise employees.

** Competency Requirements*
* + Complete Member Service training and pass the Service Level I and II assessment tests.

+ Complete the minimum required compliance training for Service Level II role.

+ Proficient in all Pen Fed's products & services.

+ Complies with policy, rules, and regulations.

+ Meets or Exceeds all Service Level II scorecard requirements.

+ Completes Sales Service assessment test and is selected via the competitive interview process.

** Licenses and Certifications*
* There are no additional certifications required.

** Work Environment*
* While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

* Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.
* ** Travel*
* Travel is not required for this role.

LI-Hybrid

** Benefits*
* At Pen Fed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage.

We also support growth via education assistance, community involvement, and volunteer opportunities.

** Our Purpose*
* Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (Pen Fed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. Pen Fed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. Pen Fed is federally insured by the…