Sales Service Representative
Job Overview
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.
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.
- Prior sales experience preferred.
- Knowledge of consumer banking products required.
- Strong oral communication and listening skills required.
- Experience with AI preferred.
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.
#LI-Hybrid
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
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 402-639-8568.
