Retail Banker

Job Description

Retail Banker | PenFed

The Tone:
This is a full-time role at PenFed, located in Pope Army Airfield, North Carolina. PenFed is one of America’s largest federal credit unions, serving 2.8 million members with various financial services. This role is crucial for extending and deepening member relationships by providing tailored financial solutions and services. The Retail Banker supports PenFed’s mission of helping members achieve their financial dreams.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Pope AFB, NC (On-site)

• Team: Individual Contributor
• Mission: This person solves the problem of connecting members with appropriate financial solutions and services to meet their life needs and deepen their relationship with PenFed.
• Tech Stack: SalesForce, PenTeller, Knowledge, Hogan, inbound calls network

What You’ll Actually Do
• Cultivate Member Relationships: Deepen member relationships by engaging in dialogue, conveying genuine interest, and delivering personalized financial solutions. Independently resolve member problems using critical thinking, escalating issues as needed to ensure complete satisfaction.
• Achieve Sales Goals: Consistently achieve or surpass established goals in a results-driven environment by effectively explaining and cross-selling a wide range of appropriate PenFed loan and share products, enhancing members’ financial lives.
• Provide Financial Guidance: Utilize industry-leading solutions to address the unique life needs of members across areas such as home ownership, wealth management, financial education, and debt management. Maintain current knowledge of the competitive financial services landscape to offer informed guidance.
• Manage Loan Processes: Guide members through the entire loan process, including accurately inputting loan applications, thoroughly reviewing terms and conditions, and facilitating efficient disbursement of funds.
• Ensure Operational Excellence: Provide crucial assistance with cash transactions, deliver best-in-class member experiences, and offer in-bound call support as required. If a Notary Public, provide notary services in strict adherence to state laws. This role also involves supporting other branches, potentially working weekends or extended hours, and maintaining high proficiency in all internal PenFed systems like SalesForce, PenTeller, Knowledge, and Hogan.

The Must-Haves
• Background: Associate Degree in a related field such as business management, business administration, or finance.
• Experience: Minimum of two (2) years of successful sales experience, at least six (6) months of cash handling experience, and knowledge of financial services industry, products, and solutions.
• Skills: Strong interpersonal communication, critical thinking, problem-solving, and organizational skills, along with proficiency in internal PenFed systems.
• Bonus: Valid Notary Public, previous phone-based customer service experience, bilingual-Spanish proficiency, and experience using A.I. tools.