Retail Banker

About the role

PenFed is hiring a Retail Banker to work onsite at the Fort Buchanan, Puerto Rico Financial Center. The primary purpose of this position is to extend member relationships by offering appropriate financial solutions and services to meet members' needs. The incumbent will also train to conduct cash transactions and will be asked to process transactions accurately and efficiently as needed.

Responsibilities

• Deliver results by meeting or exceeding goals in a member‑centric, results‑driven environment.
• Display strong interpersonal skills, easily engage others in dialogue, convey sincere interest in building/deepening relationships, and provide personalized service.
• Demonstrate member service skills and resolve problems independently using critical thinking and problem‑solving skills, or escalate as needed to promote member satisfaction.
• Utilize industry‑leading solutions to meet members’ unique life needs, including home ownership, wealth management, financial education, and debt management.
• Establish solid relationships with teammates, business partners, and internal networks by fostering teamwork and collaboration.
• Explain and cross‑sell PenFed loan and share products to improve members’ financial lives.
• Show initiative, commit to continuous learning, and adapt to changing demands and requirements.
• Assist members through the loan process, including inputting loan applications, reviewing terms and conditions, and disbursement.
• Remain knowledgeable of the competitive landscape within the financial services industry.
• Maintain strong organizational skills, manage multiple responsibilities, and prioritize effectively.
• Provide assistance performing cash transactions when necessary to meet member needs and deliver a best‑in‑class experience.
• Support other branches, including working weekends and/or extended hours as required.
• Maintain high proficiency in operating internal PenFed systems (e.g., SalesForce, PenTeller, Knowledge, Hogan, inbound call network).
• Support additional PenFed initiatives that serve members and the business.
• If a Notary Public, provide Notary Services to members while adhering to regulations.

Qualifications

• Equivalent combination of education and experience is considered.
• Associate Degree in a related field such as business management, business administration, or finance.
• Minimum of two (2) years of superior customer service experience.
• Minimum of two (2) years of successful sales experience (strongly preferred).
• At least six (6) months of cash‑handling experience.
• Experience in financial services and knowledge of industry products and solutions.
• Valid Notary Public (preferred; not applicable for Puerto Rico locations).
• Previous phone‑based customer service experience (preferred).
• Bilingual – Spanish required.
• Experience using A.I. tools (preferred).
• Supervisory responsibility: this position does not supervise employees.
• No additional licenses or certifications required.

Work environment

• Indoor office setting with moderate noise.
• Ability to lift up to 25 pounds.
• Travel to various worksites and on‑call availability may be required.

Pay

The anticipated starting hourly rate for this role is $17.25. This position is eligible for an organizational performance‑based annual bonus (subject to board discretion and approval) and an individual performance‑based annual bonus.

Benefits

• Comprehensive health, dental, and vision plans.
• Paid time off.
• Family‑friendly benefits such as paid parental leave, care support, and fitness center access.
• Financial wellness offerings including a 401(k) match, employee loan discounts, and fully paid life and disability coverage.
• Education assistance, community involvement, and volunteer opportunities.