Customer Service Representative

** Job Overview*
* Pen Fed is hiring a Customer Service Representative to work onsite at our Eugene, Oregon 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 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.

** Starting rates will range from $19.00 and $22.00 per hour, depending on education and relevant work experience.*
* ** 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.

+ Answer persistent inbound member calls and accurately complete requested transactions regarding Pen Fed deposit, credit cards, and loan products.

+ Provide a 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 complete different phases of training consisting of different call topics.

+ Educate members on Pen Fed products and services to best support their financial goals.

+ Efficiently navigate multiple banking platforms via internet browsers and other software.

+ Perform other related duties as assigned.

** Qualifications*
* 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.

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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.

** Competency Requirements*
* + Service Level 1

+ 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 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 2

+ 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 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.

** 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 will not be required for this role.

** Benefits*
* At Pen Fed, we offer a…