Customer Service Phone Representative

2 weeks ago

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

The Phone Specialist role at Wings Financial is designed for a dedicated individual who is enthusiastic about delivering exceptional service to our members through their inquiries and requests. This position provides an opportunity to leverage various skills while assisting, problem-solving, educating, and addressing the needs of our members.

Key Responsibilities:
  • Respond to incoming calls to assist members with their inquiries and concerns.
  • Facilitate member success by addressing moderately complex questions or issues related to financial products and services through multiple communication channels, including phone, text, chat, and video chat.
  • Perform routine tasks such as answering questions, resolving issues, and ensuring a top-tier member experience while adhering to established guidelines and regulations.
  • Diagnose and research to resolve moderately complex member issues, collaborating with other departments as necessary.
  • Proactively inform members about the features and benefits of the Credit Union's offerings and actively cross-sell and refer additional appropriate products and services.
  • Maintain a positive demeanor during challenging situations.
  • Exhibit genuine interest in members by asking pertinent questions to understand and resolve their concerns, while identifying how Wings can assist in meeting their needs.
  • De-escalate situations involving dissatisfied members by providing patient support and assistance.
  • Guide members through troubleshooting or navigating the company website.
  • Aim to meet or exceed call center performance metrics while delivering excellent member service.
  • Demonstrate the ability to research and problem-solve efficiently.
  • Refer members to the appropriate departments for loan applications, new member enrollments, and additional services as needed.
Qualifications:
  • High School diploma or equivalent required.
  • Experience in a financial institution is preferred.
  • 2-4 years of prior telephone or call center experience is preferred.
  • Basic understanding of the financial industry.
  • Strong customer service skills.
  • Excellent telephone and interpersonal communication abilities.
  • Good problem-solving and negotiation skills.
  • Capability to identify and resolve or escalate issues with minimal guidance.
  • Effective written and verbal communication skills.
  • Proficient in computer navigation using various software applications, including Microsoft Office.
  • Ability to prioritize multiple tasks effectively with a keen attention to detail.
  • Strong time management skills to maximize member assistance while maintaining high service quality.
  • Professional representation of the Credit Union, demonstrating a polished appearance both in person and over the phone.
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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