Customer Service Phone Representative

2 weeks ago


GondrecourtleChâteau, Grand Est, United States Wings Financial Credit Union Full time
Position Overview:

We are seeking dedicated individuals to fill the role of Phone Specialist at Wings Financial Credit Union. This position is designed for those who are enthusiastic about delivering exceptional service to our members through various communication channels.


Work Schedule:

Flexible shifts are available, including:

  • Monday, Tuesday, Thursday, and Friday from 7:30 AM to 6:00 PM, with every fourth Saturday from 9 AM to 1 PM.
  • Monday, Wednesday, Thursday, and Friday from 7 AM to 5:30 PM, with every fourth Saturday from 9 AM to 1 PM.
  • Monday to Friday from 9 AM to 5:30 PM, with every fourth Saturday from 9 AM to 1 PM.
  • Monday to Friday from 8:30 AM to 5 PM, with every fourth Saturday from 9 AM to 1 PM.
  • Monday to Friday from 10:30 AM to 7 PM, with every fourth Saturday from 9 AM to 1 PM.

Key Responsibilities:

The Phone Specialist will be responsible for:

  • Responding to incoming calls to assist members with inquiries and concerns.
  • Supporting member success by addressing moderately complex inquiries related to financial products and services through various communication methods.
  • Performing routine tasks such as answering questions, resolving issues, and ensuring a top-tier member experience while adhering to established guidelines and regulations.
  • Diagnosing and researching to resolve member issues, collaborating with other departments as needed.
  • Educating members on the benefits of our products and services, while actively cross-selling and making qualified referrals.
  • Maintaining a positive demeanor during challenging situations and demonstrating genuine interest in member needs.
  • De-escalating situations with dissatisfied members by providing patient assistance and support.
  • Guiding members through troubleshooting processes and navigating our website.
  • Striving to meet or exceed call center performance metrics while delivering excellent service.
  • Researching and problem-solving effectively in real-time.
  • Referring members to appropriate departments for loan applications and new services.

Qualifications:

Applicants should possess:

  • A high school diploma or equivalent.
  • Experience in a financial institution is preferred.
  • 2-4 years of prior telephone or call center experience.
  • Basic knowledge of the financial industry.
  • Strong customer service skills and effective communication abilities.
  • Proficient computer skills, including familiarity with Microsoft Office applications.
  • Good problem-solving and negotiation skills.
  • The ability to prioritize tasks effectively and manage time efficiently.
  • A professional appearance and demeanor when representing the Credit Union.

Wings Financial Credit Union is committed to providing reasonable accommodations to enable individuals with disabilities to perform essential functions.



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