Sales Service Representative

Overview 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 Sales Service Representative at one of the following locations: San Antonio, Texas or Eugene, Oregon location. 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 currently meet or exceed in all current Member Service Representative scorecard requirements. The schedule for this role will include a 15% shift differential and will be: Thursday- 1:30 pm - 10 pm Friday- 1:30 pm- 10 pm Saturday- 1:30 pm - 10 pm Sunday- 8 am- 4:30 pm Monday- 1:30 pm - 10 pm 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. Note: Proficiency in all Member Service Representative essential functions are assumed. See the Member Service Representative job description for a complete list of those essential functions. 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. 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, with six months as a PenFed Member Service Representative required. Prior sales experience preferred. Knowledge of consumer banking products required. Strong oral communication and listening skills required. 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. 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. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 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.