Phone Specialist

Wings Credit Union•Apple Valley, MN

7h•Onsite

About The Position

The Phone Specialist is a highly self-motivated individual that is passionate about providing premier member service through member requests and inquiries. The role offers the opportunity to utilize multiple skill sets as we assist, problem solve, educate, and resolve the member’s needs. This role involves answering incoming calls to assist members with questions and concerns, supporting member success, and resolving moderately complex inquiries or issues regarding financial products and services through various channels. The specialist will perform routine tasks, diagnose and research member issues, educate members on products and services, and proactively cross-sell. Maintaining a positive attitude, demonstrating genuine interest in members, de-escalating situations, guiding members through troubleshooting, and striving to meet or exceed call center metrics are key aspects of this position. The role also requires referring members to appropriate departments when necessary.

Requirements

High School or equivalent education required.
2-4 years previous telephone or call center experience preferred.
Experience or background in financial institution preferred.
Basic knowledge of the financial industry.
Well-developed Customer Service skills.
Strong telephone and interpersonal skills.
Good problem solving and negotiation skills.
Ability to identify and resolve/escalate problems with minimal guidance.
Effective written and verbal communication skills.
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
Ability to plan and prioritize multiple processes effectively with strong attention to detail.
Good time management skills to maximize the number of members that can be assisted while maintaining a high level of customer service.
Ability to represent the Credit Union and display a professional appearance both in person as well as on the phone.

Responsibilities

Answering incoming calls to assist members with questions and concerns.
Support member success and seek ways to improve moderately complex inquiries or issues from members regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication.
Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class member experience while adhering to work guidelines, policies, and regulations.
Properly diagnose and perform research to resolve moderately complex member issues including communicating with other departments for issue resolution.
Proactively educate members on the features and benefit of the Credit Union’s products and services and actively cross sell and make qualified referrals for additional appropriate loan, deposit and fee income products and services.
Ability to maintain a positive attitude during stressful situations.
Demonstrate a genuine interest in members and ask questions to resolve the members concern while understanding how Wings can help meet their needs.
De-escalate situations involving dissatisfied members, offering patient assistance and support.
Guide members through troubleshooting or navigating the company website.
Strive to meet or exceed call center metrics while providing excellent member service.
Ability to research and problem solve on the go.
Refer members to appropriate departments when necessary, for loan applications, new member applications and new services.