PenFed 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 PenFed financial products and services.
Maintain a thorough level of knowledge of PenFed’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 PenFed.
Assist and educate members on the use of PenFed Online (PFOL), mobile banking and other remote channels of banking.
Maintain subject matter expertise and proficiency in all PenFed loan applications flows, Consumer loan processing and consumer loan insurance products.
Maintain knowledge of PenFed’s products and services such as membership, checking, credit cards, etc.
Participate in outbound telephone campaigns educating members about PenFed 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.
Equivalent combination of education and experience is considered.
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 PenFed’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.
Pay Transparency
The aniticipated hourly range for this role is $20.90 - $24.20.
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
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