Phone Specialist (Bilingual)

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more—empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking!

About the role

The Phone Specialist is a highly self-motivated individual passionate about providing premier member service through member requests and inquiries. The role offers the opportunity to utilize multiple skill sets as we assist, problem solve, educate, and resolve the member’s 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 from members regarding financial products and services through a variety of channels such as phone, text, chat, video chat, and other lines of communication.
• 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 a genuine interest in members and ask questions to resolve their concerns while understanding 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 when necessary for loan applications, new member applications, and new services.

Requirements

• High School diploma or equivalent education required.
• Bilingual (English/Spanish) strongly preferred.
• 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.
• 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.
• Effective written and verbal communication skills.
• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.
• Ability to plan and prioritize multiple processes effectively with strong attention to detail.
• Good time management skills to maximize the number of members assisted while maintaining a high level of customer service.
• Ability to represent the Credit Union and display a professional appearance both in person and on the phone.

Schedule

• Monday–Friday, 5:00 AM–1:30 PM and every 4th Saturday from 7:00 AM–11:00 AM.
• Monday–Friday, 8:30 AM–5:00 PM and every 4th Saturday from 7:00 AM–11:00 AM.

Please note that hours will shift one hour later on November 1st to account for time changes in other regions/states. In March, hours will shift back to normal.

Pay

$20–$22/hour (S11) plus a 5% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location, and internal pay equity.

Benefits

• Generous 401(k) match
• 401(k) discretionary profit sharing
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid vacation, sick, floating holidays, and volunteer time off
• Paid holidays
• Tuition reimbursement
• Paid parental leave

This position is onsite in Tempe, AZ, with a training class starting on August 31st.