Phone Specialist

Wings Credit Union•Tempe, AZ

7d•Onsite

About The Position

The Phone Specialist provides premier member service by responding to member requests and inquiries, assisting with questions and concerns, and helping resolve moderately complex issues related to financial products and services. The position supports members through phone, text, chat, video chat, and other communication channels. Specialists research and troubleshoot issues, educate members about credit union products and services, and make appropriate cross-sell recommendations and referrals. The role requires a positive, professional approach, including when assisting dissatisfied members or working through stressful situations, while meeting call center metrics and following applicable work guidelines, policies, and regulations. This is an onsite role in Tempe, Arizona. Available shifts are Monday through Friday, 7:00 a.m.–3:30 p.m. or 6:00 a.m.–2:30 p.m., with every fourth Saturday from 8:00 a.m.–12:00 p.m. Hours shift to account for time changes in other regions: in March they will start and end one hour earlier, then adjust back in winter 2027. The upcoming training class starts November 23; the year is not specified.

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, including Microsoft Office applications.
Ability to plan and prioritize multiple processes effectively with strong attention to detail.
Good time-management skills to assist members efficiently 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

2–4 years of previous telephone or call center experience.
Experience or background in a financial institution.

Responsibilities

Answer incoming calls to assist members with questions and concerns.
Support member success and improve moderately complex inquiries or issues across phone, text, chat, video chat, and other communication channels.
Complete routine service tasks, resolve problems, and provide a high-quality member experience while following work guidelines, policies, and regulations.
Diagnose, research, and resolve moderately complex member issues, coordinating with other departments when 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 demonstrate genuine interest in members’ needs.
De-escalate concerns from dissatisfied members with 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.
Research and problem-solve while assisting members.
Refer members to appropriate departments for loan applications, new member applications, and new services.