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Customer Engagement Specialist (Starting pay $22.32 per hour)

Company: PenFed Credit Union
Location: Omaha
Posted on: May 16, 2022

Job Description:


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 Customer Engagement Specialist in Omaha, Nebraska. The primary purpose of this position is to provide exceptional service by phone, email and live chat at key moments that support member satisfaction throughout the membership lifecycle including member onboarding, service, retention, dormancy, and closure.


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.

  • Proactively and reactively engage with members at critical moments of the membership lifecycle, including onboarding, new account and loan applications, service inquiries, dissatisfaction, dormancy, and closure.
  • Resolve complex member service issues using phone, email and live chat and provide exception member service experiences.
  • Serve as a Subject Matter Expert (SME) on topics including ownership of accounts, account and loan applications, onboarding and application documentation, member retention, dormancy, and others.
  • Perform specialized account maintenance in PenFed systems in response to member requests.
  • Maintain a working knowledge of the analysis and judgmental decision process for various consumer loan products including auto loans, credit cards, and personal loans.
  • Council members and potential members on PenFed products, policies, and procedures.
  • Educate members on PenFed products and services to best support their financial goals.
  • Review member ID documents to ensure compliance with CIP and mitigate fraud.

    Equivalent combination of education and experience is considered.

    • Bachelor's Degree in a related field is preferred.
    • Minimum of two (2) years of experience in a call center or related position is preferred.
    • Strong oral and written communication skills.
    • Strong analytical, interpersonal, and decision-making skills.
    • Technical proficiency in standard business computer operations.
    • Knowledge of financial institution structure, products, policies, and procedures preferred.Supervisory Responsibility

      This position will not supervise employees.

      Licenses and Certifications

      There are no additional licenses and/or 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. *


      Ability to travel to various worksites and be on-call is required.

      Special Message Regarding COVID 19

      PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing.

      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.

Keywords: PenFed Credit Union, Omaha , Customer Engagement Specialist (Starting pay $22.32 per hour), Other , Omaha, Nebraska

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