Bilingual Customer Service Representative
Role Overview
PenFed is hiring a Bilingual Customer Service Representative to work onsite at our San Antonio, Texas Service Center.
The primary purpose of this position is to provide best-in-class member service by answering incoming calls, providing basic account and product information while performing account transactions and maintenance.
This position will also be responsible for educating members on a wide variety of products and services and making recommendations for the members’ financial needs.
This is a fast-paced call center environment which requires the incumbent to take a high volume of calls daily.
The incumbent must successfully complete the member service training program including on-the-job training and call monitoring.
The expected start date for this position is November 16th, 2026.
Full Job Posting
Competency Requirements
- Service Level 1 Obtain the essential understanding of PenFed’s products & services. Complete Member Service training and pass the Service Level I assessment test. Complete the minimum required compliance training for Service Level I role. Meet the score card requirements in Quality and Efficiency. Understand how the job contributes to departmental goals. Describe the core products or services of the organization. Comply with policy, rules, and regulations. Set goals to improve personal performance. Keep track of one’s work schedule and attend meetings as scheduled and on-time.
- Obtain the essential understanding of PenFed’s products & services.
- Complete Member Service training and pass the Service Level I assessment test.
- Complete the minimum required compliance training for Service Level I role.
- Meet the score card requirements in Quality and Efficiency.
- Understand how the job contributes to departmental goals.
- Describe the core products or services of the organization.
- Comply with policy, rules, and regulations.
- Set goals to improve personal performance.
- Keep track of one’s work schedule and attend meetings as scheduled and on-time.
- Service Level 2 Demonstrate thorough understanding of PenFed’s products & services. Complete the second level of Member Service training and pass the Service Level II assessment test within the first 6-months of employment. Complete remaining compliance training requirements for the Member Service role within the first 6-months of employment. Meet or exceed the score card requirements in Quality and Efficiency. Set goals to improve personal performance. Keep track of one’s work schedule and attend meetings as scheduled and on-time.
- Demonstrate thorough understanding of PenFed’s products & services.
- Complete the second level of Member Service training and pass the Service Level II assessment test within the first 6-months of employment.
- Complete remaining compliance training requirements for the Member Service role within the first 6-months of employment.
- Meet or exceed the score card requirements in Quality and Efficiency.
Supervisory Responsibility
- The role will not supervise employees.
Licenses and Certifications
There are no additional 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.*
Travel
Ability to travel to various worksites may be required.
Pay Transparency
The anticipated starting hourly range for this role is $20.90 - $24.20 This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
About PenFed Credit Union
Member-owned, not-for-profit federal credit union providing banking, lending, and investment services to members worldwide.
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