Member Service Representative

PenAir Credit Union Member Service Representative

Since 1936 PenAir® Credit Union has been the catalyst where community, resources, and impact come together and produce a powerful force for good. We have a unique culture and we're passionate about it. Grown from the values we hold most dear, three guiding principles shape how we see the people we serve, the community around us, and our role within it. These guiding principles are Respect, Service, and Communerosity® and they're woven throughout our culture.

PenAir is where people and community, resources and expertise align with your values to create real impact. Generational impact through strong financial education and support. We care about the things you care about. As the largest and oldest credit union in Pensacola, Florida, with more than $2.5 billion in assets, our purpose is to enhance the lives of those we serve in the Florida Panhandle, Southern Alabama, and Virginia.

Take control of your future by mapping out a career at PenAir. Working with us means you can shape your professional experience to suit your dreams. We offer valuable resources that provide you the opportunity to build upon and strengthen your skills. Whether it be a career path in advising our members directly on products and services, guiding them through major purchase decisions on a home or vehicle, or even helping build the technology and processes behind the scenes, there is a place for everyone at Pen Air! Success looks different for everyone. Where will your journey take you?

The PenAir difference. Just like we strive to be a force for good at work, Pen Air works just as hard to supply employees with a total rewards package that includes competitive salaries and meaningful benefits. Holistic amenities include up to $15K available for continuing education, student loan paydown, adoption assistance reimbursement, wellness programs, gym membership reimbursement, formal career development resources, financial wellness resources, purchase assistance with computers and fitness equipment, and more!

The pay for this role is $22.00 per hour. Upon completion of the training period, this position transitions to a hybrid/remote arrangement.

About the Role

Member Service Representatives are dedicated to enhancing the financial success of members by providing products and solutions, exceptional member service, and resolving member questions and concerns in a call center environment. Effectively uncovers member needs and offers appropriate recommendations.

Major Duties and Responsibilities

• Accurately completes a wide variety of member requests and assists members in the servicing of their account by phone, co-browsing, chat, or video.
• Conducts all member service functions including opening consumer accounts, account maintenance, and wires.
• Uncovers existing and potential members' needs and recommend solutions to improve their financial well using a sales through service consultative approach.
• Recognizes opportunities and refers members to internal business partners for specialized services including investments, mortgage, or commercial lending.
• Proactively educates members on emerging and existing self-serve technology and digital solutions such as mobile/online banking, bill pay, remote deposit capture and ITM services.
• Ensures appropriate records are maintained. Performs department specific functions as needed, including but not limited to, basic file maintenance.
• Performs other job-related duties as assigned.

Minimum Qualifications

• Experience: A minimum of one year up to three years of similar or related experience, including preparatory experience.
• Education/Certifications/Licenses: A high school degree or equivalent.
• Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Other Skills: Ability to change focus efficiently in a fast-paced environment, ability to manage multiple priorities, ability to conduct a needs-based dialogue, ability to use multiple applications on a computer simultaneously, ability to utilize knowledge and resources to effectively problem solve and make sound decisions, willingness to learn and engage in ongoing training and professional development, strong member service focus, strong attention to detail and accuracy, strong communication skills both written and verbal.