Bilingual Customer Service Representative

Pen Fed is hiring a Bilingual Customer Service Representative to work onsite at our San Antonio, Texas Service Center. The primary purpose of this position is to provide best-in-class member service by answering incoming calls, providing basic account and product information while performing account transactions and maintenance. This position will also be responsible for educating members on a wide variety of products and services and making recommendations for the members' financial needs.

This is a fast-paced call center environment which requires the incumbent to take a high volume of calls daily. The incumbent must successfully complete the member service training program including on-the-job training and call monitoring.

Reasonable accommodation 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.

• Answer persistent inbound member calls in Spanish and English and accurately complete requested transactions regarding Pen Fed deposit, credit cards, and loan products.
• Provide 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 Pen Fed 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 completely different phases of training consisting of different call topics.
• Educate members on Pen Fed products and services to best support their financial goals.
  
  Assist members with applying for consumer accounts, loan products and ancillary products.
• Skill progression continues through Sales certification.
• Efficiently navigate multiple banking platforms via internet browsers and other software.
• Perform other related duties as assigned.

This role is responsible for ensuring business continuity.

Equivalent combination of education and experience is considered.

• Associate's 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.
• 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.
• Experience using A.I. tools preferred.

• Obtain the essential understanding of Pen Fed's 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 Efficiency.
• 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 one's work schedule and attend meetings as scheduled and on-time.

• Demonstrate thorough understanding of Pen Fed's 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…