PenFed is hiring a Member Service Representative in our Rockville Service Center in Rockville, MD for our October 1st class.
The incumbent answers incoming member calls, providing information, resolving problems, offering new products and services and acting on requests for products.
Incumbent must successfully complete the member service training program including on-the-job training and call monitoring.
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 $21.70. You will be eligible for a 5% increase after successfully completing our training program.
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.
Answers member telephone calls regarding PenFed’s consumer products while ensuring Best-In-Class member experience.
Resolves member problems within delegated limits, including refunding fees, as appropriate.
Maintains knowledge of PenFed deposit and consumer loan products, policies and procedures.
Maintains knowledge of outside competitive products.
Completes and forwards documents to other departments on a regular basis.
Researches member questions/requests on an automated records system.
Assists in other departments as required.
Recommends products and services appropriate to member needs.
This is not intended to be an all-inclusive list of job duties.
Education and Experience
Equivalent combination of education and experience is considered.
Associate degree in related field or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
A minimum of two years work experience in a service-oriented field preferred.
Knowledge of PenFed structure, products, policies and procedures preferred.
Strong oral communication and listening skills required.
This position will not supervise employees.
Licenses and Certifications
There are no additional licenses and/or certifications required.
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.*
Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. 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.
Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.
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 571-289-4710.