Phone Specialist Supervisor

ENT Credit Union and Wings Credit Union joined forces in January 2026, combining strengths to offer more opportunities, expanded resources, and a shared commitment to exceptional member service. This merger unites two best-in-class financial institutions known for member satisfaction, operational excellence, financial stability, and community impact. Join us during this transformative time to help shape the future of banking.

About the role

This position leads a team in the day-to-day operations of the National Contact Center. As a management representative, you will align with the Credit Union's mission, vision, values, and strategic goals, ensuring adherence to policies, procedures, and regulations while fostering a positive work environment and member experience.

Schedule

• Monday - Friday, 10:30 AM - 7:00 PM, with rotating every 4th Saturday 9:00 AM - 1:00 PM
• Monday - Friday, 9:30 AM - 6:00 PM, with rotating every 4th Saturday 9:00 AM - 1:00 PM

Responsibilities

• Support Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and delivering a best-in-class member experience in line with company policies and regulations.
• Coach employees to enhance member service efficiency, ensure quality assurance, maintain accuracy, drive sales, and achieve high member satisfaction.
• Proactively educate members on the features and benefits of the Credit Union's products and services, actively cross-sell, and make qualified referrals for additional offerings.
• Cultivate a positive work environment that encourages team members to excel by developing meaningful relationships.
• Act as the second point of escalation for handling member complaints and complex matters.
• Monitor daily performance and provide coaching and development with member satisfaction as the top priority.
• Provide situational leadership and coaching around schedule adherence, average handle time, quality assurance, and customer satisfaction.
• Build a culture of caring for team members while advocating for career advancement.
• Stay updated with compliance and regulatory changes, ensuring operational procedures and policies are current.
• Manage a team with both on-site and remote working staff.
• Efficiently schedule and conduct 1:1 meetings and team meetings with assigned direct reports with minimal direction.
• Maintain a positive attitude during stressful situations.
• Possess comprehensive knowledge of all services and systems.
• Carry out leadership responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, training, planning, assigning work, appraising performance, rewarding and disciplining employees, and addressing complaints.
• Remain cognizant of and adhere to policies, procedures, and regulations pertaining to the Bank Secrecy Act.

Requirements

• Bachelor's Degree preferred.
• 3+ years of relevant leadership (supervisory/management) experience required.
• Previous call center experience preferred.

Skills

• Proven leadership skills that project integrity, empathy, decisiveness, self-awareness, and a customer/team member servant-leader focus.
• Strong coaching and mentorship skills with a desire to help people succeed.
• Analytical and creative approach to problem-solving.
• Team player with a desire to contribute to the overall success of members and the organization.
• Effective written and verbal communication skills; able to compose correspondence, detailed announcements, and clearly relay information.
• Ability to identify and resolve/escalate problems with minimal guidance.
• Strong personal projection, confidence, and a positive attitude.
• Basic knowledge of the financial industry.
• Strong telephone and interpersonal skills.
• Strong analytical and analysis skills.
• Able to work independently and as a team member.
• Ability to work effectively with employees at all levels of the credit union.
• Proficient in computer navigation using various software packages, including Microsoft Office applications.
• Excellent organizational skills, including the ability to handle multiple tasks concurrently.
• Good problem-solving and negotiation skills.
• 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 high service levels.
• Ability to represent the Credit Union and display a professional appearance both in person and on the phone.

Pay

Pay range: $60,000 - $70,000 plus a 10% annual target bonus. Final compensation will be determined by factors such as relevant work experience, skills, 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