Phone Specialist

Wings Credit Union•Tempe, AZ

8d•$20 - $23•Onsite

About The Position

The Phone Specialist provides premier member service by responding to member requests and inquiries, resolving issues, and educating members about financial products and services. The role supports moderately complex member needs across phone, text, chat, video chat, and other communication channels, while following work guidelines, policies, and regulations. Specialists research issues, coordinate with other departments when needed, and guide members through troubleshooting or navigating the company website. They also identify appropriate opportunities to cross-sell or refer members to relevant products, services, and departments. This is an onsite position in Tempe, Arizona. Available schedules are Monday through Friday, 7:00 a.m.–3:30 p.m. or 6:00 a.m.–2:30 p.m., with work every fourth Saturday from 8:00 a.m.–12:00 p.m. Hours shift to account for time changes in other regions and states: in March, shifts start and end one hour earlier, then adjust back in winter 2027. The upcoming training class starts November 23. Compensation is $20–$23 per hour, plus a 5% annual target bonus.

Requirements

High school diploma or equivalent education.
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 or 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 assist as many members as possible while maintaining a high level of customer service.
Ability to represent the credit union and maintain a professional appearance in person and on the phone.

Nice To Haves

Two to four years of previous telephone or call center experience.
Experience or background in a financial institution.

Responsibilities

Answer incoming calls and assist members with questions and concerns.
Address and resolve moderately complex member inquiries or issues through phone, text, chat, video chat, and other communication channels.
Perform routine inquiries and problem resolution while providing a high-quality member experience and following applicable guidelines, policies, and regulations.
Diagnose, research, and resolve moderately complex member issues, coordinating with other departments as needed.
Educate members about the features and benefits of credit union products and services; cross-sell and make qualified referrals for appropriate loan, deposit, and fee-income products and services.
Maintain a positive attitude during stressful situations and show genuine interest in members’ needs.
Ask questions to understand and resolve member concerns, and explain how the credit union can help meet members’ needs.
De-escalate interactions with dissatisfied members by providing patient assistance and support.
Guide members through troubleshooting or navigating the company website.
Meet or exceed call center metrics while providing excellent member service.
Research and solve problems while handling member interactions.
Refer members to appropriate departments for loan applications, new member applications, and new services.