Member Service Representative
Summary PenFed is hiring Member Service Representatives in our Rockville, MD call center. The primary purpose of this job is to answer incoming member calls, providing information, resolving problems, offering new products and services and acting on requests for products. *This schedule is from 9:00 to 5:30 Monday through Friday and does not include weekends. New exciting tiered compensation plan based on a combination of education and experience. The starting hourly rate for this position ranges from $17.93 to $19.72. You will be eligible for a 5% increase after successfully completing our training program. Thereafter, you will be eligible for increases of up to 10% based on performance. Essential Functions 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 member telephone calls regarding PenFed share and loan products and accounts, expediting all calls and ensuring quality member service.
Resolve member problems within delegated limits, including but not limited to refunding fees, as appropriate.
Maintain knowledge of PenFed share and loan products, policies and procedures.
Maintain knowledge of outside competitive products.
Complete documents being forwarded to other departments on a regular basis.
Research member questions/requests on an automated records system.
Assist in other departments as required.
Recommend products and services appropriate to member needs.
Associate’s Degree in a related field is preferred.
Minimum of two (2) years’ of experience in a service-oriented field is required.