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, focusing on delivering exceptional service to our members. This position is ideal for those who are enthusiastic about assisting others and resolving inquiries effectively.


Key Responsibilities:
  • Manage incoming calls to address member inquiries and concerns.
  • Enhance member satisfaction by resolving moderately complex issues related to financial products and services through various communication channels, including phone, text, and chat.
  • Perform routine tasks such as answering questions, troubleshooting problems, and ensuring a top-tier member experience while adhering to established guidelines and regulations.
  • Diagnose and research to resolve member issues, collaborating with other departments as needed.
  • Educate members on the benefits of our products and services, actively promoting additional offerings when appropriate.
  • Maintain a positive demeanor in challenging situations, demonstrating genuine interest in members' needs.
  • Assist in de-escalating conflicts with dissatisfied members, providing support and understanding.
  • Guide members through website navigation and troubleshooting processes.
  • Strive to meet performance metrics while delivering outstanding member service.
  • Refer members to relevant departments for loan applications and new services when necessary.

Qualifications:

Applicants should possess a high school diploma or equivalent. Experience in a financial institution is preferred, along with 2-4 years of prior telephone or call center experience. Candidates should have:

  • Basic knowledge of the financial industry.
  • Strong customer service and interpersonal skills.
  • Effective problem-solving and negotiation abilities.
  • Excellent written and verbal communication skills.
  • Proficiency in computer navigation, particularly with Microsoft Office applications.
  • Strong time management skills to assist a high volume of members while maintaining quality service.
  • A professional appearance and demeanor, both in person and over the phone.

We are committed to providing reasonable accommodations to enable individuals with disabilities to perform essential functions.



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