Phone Specialist

About the role

Ent Credit Union and Wings Credit Union joined forces in January 2026, creating a unified organization with expanded resources and a shared commitment to exceptional member service. The merger brings together strong legacies of member satisfaction, operational excellence, financial stability, and community impact. Both organizations are recognized locally and nationally as best‑in‑class financial institutions and employers of choice, known for their commitment to financial well‑being and philanthropic leadership. This Phone Specialist position is part of an upcoming training class starting October 26th, based onsite in Apple Valley, MN. The primary purpose of the role is to provide premier member service through handling member requests and inquiries, utilizing multiple skill sets to assist, problem‑solve, educate, and resolve members’ needs.

Responsibilities

• Answer incoming calls to assist members with questions and concerns.
• Support member success and seek ways to improve moderately complex inquiries or issues regarding financial products and services through phone, text, chat, video chat, and other communication channels.
• Perform routine tasks such as answering inquiries, resolving problems, and providing a best‑in‑class member experience while adhering to work guidelines, policies, and regulations.
• Properly diagnose and perform research to resolve moderately complex member issues, including communicating with other departments for issue resolution.
• Proactively educate members on the features and benefits of the Credit Union’s products and services and actively cross‑sell and make qualified referrals for additional appropriate loan, deposit, and fee‑income products and services.
• Maintain a positive attitude during stressful situations.
• Demonstrate genuine interest in members, ask questions to resolve concerns, and understand how the Credit Union can help meet their needs.
• De‑escalate situations involving dissatisfied members, offering 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 on the go.
• Refer members to appropriate departments for loan applications, new member applications, and new services when necessary.

Requirements

High school diploma or equivalent education required.

Qualifications

• 2‑4 years of previous telephone or call center experience preferred.
• Experience or background in a financial institution preferred.
• Basic knowledge of the financial industry.

Skills

• Well‑developed customer service skills.
• Strong telephone and interpersonal skills.
• Good problem solving and negotiation skills.
• Ability to identify and resolve/escalate problems with minimal guidance.