Bilingual Financial Services Call Center Specialist

PenFed Credit Union; San Antonio (TX); On-site; USD 29,000 - 33,000; Full time

Job summary

PenFed Credit Union is hiring a Bilingual Customer Service Representative to work onsite at our San Antonio, Texas Service Center. You will provide best-in-class member service by answering calls, giving basic account information, and performing transactions.

Training completes on-the-job and call monitoring as part of the program. The starting hourly range is $20.90–$24.20, with potential annual bonus based on performance.

Qualifications

• Associate’s degree or 1 year of college-level education or a combination of education and experience.
• One year of customer service experience in a call center, service-oriented environment, or financial setting preferred.
• Excellent verbal and written communication skills.
• Exceptional time management skills.
• Ability to work in a fast-paced call center environment.
• Proficiency with standard business computer operations, internet applications, browsers, e-mail, and Windows-based software.
• Ability to work in multiple systems to obtain account data and complete research.
• Ability to present a consistently positive and professional presence over the phone.
• Ability to adapt to changes in organization, processes and systems.
• Experience using AI tools preferred.

Responsibilities

• Answer persistent inbound member calls in Spanish and English and complete requested transactions regarding PenFed deposit, credit cards, and loan products.
• Provide Best-in-Class member experience in all interactions.
• Answer member inquiries via chat and outbound calls.
• De-escalate and resolve member questions or issues.
• Update member records and document calls.
• Act as liaison between members and various departments.
• Maintain working knowledge of PenFed products.
• Meet cross-selling and productivity metrics monthly.
• Participate in training phases for different call topics.
• Assist members with applying for consumer accounts and loan products.

Skills

Bilingual English/Spanish

Customer service

Call center experience

Verbal communication

Written communication

Time management

Research skills

Multi-system navigation

AI tools experience

Education

Associate degree or 1 year college

Tools

Windows

CRM systems

Internet browsers

Job description

PenFed Credit Union is hiring a Bilingual Customer Service Representative to work onsite at our San Antonio, Texas Service Center. You will provide best-in-class member service by answering calls, giving basic account information, and performing transactions.

Training completes on-the-job and call monitoring as part of the program. The starting hourly range is $20.90–$24.20, with potential annual bonus based on performance.