Customer Engagement Specialist (Starting pay $22.32 per hour)
Company: PenFed Credit Union
Posted on: May 16, 2022
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
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
- 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
Equivalent combination of education and experience is
- 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
- Technical proficiency in standard business computer
- 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
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
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.
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
Keywords: PenFed Credit Union, Omaha , Customer Engagement Specialist (Starting pay $22.32 per hour), Other , Omaha, Nebraska
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