Bilingual Customer Service Representative

Summary: PenFed Credit Union is hiring a Bilingual Customer Service Representative to work onsite at their Fort Hood, Texas service center. The primary purpose of this role is to provide best-in-class member service by answering calls and educating members on various financial products and services. Responsibilities: - Answer persistent inbound member calls in Spanish and English and accurately complete requested transactions regarding PenFed deposit, credit cards, and loan products - Provide 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 PenFed 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 PenFed products and services to best support their financial goals - Assist members with applying for consumer accounts, loan products and ancillary products - Skill progression continues through Sales certification - Efficiently navigate multiple banking platforms via internet browsers and other software - Perform other related duties as assigned Required Qualifications: - Equivalent combination of education and experience is considered - Associate 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 - One (1) to three (3) years of bilingual customer service experience in a financial services firm - Excellent verbal and written communication skills required - Exceptional time management skills required - Ability to work in a fast-paced, phone queue/call center environment - 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 - Demonstrated proficiency speaking fluent Spanish Preferred Qualifications: - Experience using A.I. tools preferred Required Skills: Financial services, PenFed deposit products, PenFed credit cards, PenFed loan products, Call center environment, Business computer operations, Internet applications, Web browsers, Windows-based software, Bilingual Spanish Benefits: Comprehensive health, dental, and vision plans, Paid time off, Paid parental leave, Care support, Fitness center access, 401(k) match, Employee loan discounts, Fully paid life and disability coverage, Education assistance, Community involvement, Volunteer opportunities