(Onsite) Customer Service Representative -Omaha, NE - Now Hiring

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Customer Service Representative to work onsite at our Omaha, Nebraska location. 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 member’s 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.

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.

• Answers member telephone calls regarding PenFed’s consumer products while ensuring Best-In-Class member experience.
• Research and resolves member problems within delegated limits.
• Maintains knowledge of PenFed deposit and consumer loan products, policies and procedures.
• Perform appropriate identification and authentication with each caller.
• Provide account maintenance such as address changes,check orders, ATM & Debit Card orders, opening & closing of accounts.
• Answer inquiries for all consumer deposit accounts and consumer loan accounts.
• Process account transactions for consumer products using a variety of methods.
• Complete and forward documents to other departments on a regular basis.
• Refer members to the appropriate service groups for answers to special or unique inquiries.
• Refer member to the sales team by recommending credit union products and services appropriate to member needs.

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.
• A minimum of one (1) year work experience in a service-oriented field preferred.
• Knowledge consumer banking products preferred.
• Strong oral communication and listening skills required.

Competency Requirements

Service Level I

• Obtain the essential understanding of PenFed’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 Efficency.
• 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.

Service Level II

• Demonstrate thorough understanding of PenFed’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 Efficency.
• Set goals to improve personal performance.
• Keep track of one’s work schedule and attend meetings as scheduled and on-time.

Supervisory Responsibility

• The role will not supervise employees

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 will not be required for this role.

About Us

 

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 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 Opportunity

PenFed 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.