Phone Specialist
$46,800–$48,880 year
On-site · Apple Valley, Minnesota, United States
Job Summary
Phone Specialist providing premier member service through inbound calls and multi-channel inquiries. Responsibilities include assisting members with questions and concerns, researching and resolving moderately complex issues, educating members on features and benefits of financial products and services, cross-selling loans, deposits, and fee income products, and maintaining high-quality service while adhering to policies. Must de-escalate dissatisfied members, navigate the company website, and meet or exceed call center metrics. Requires high school education and strong customer-service, communication, and problem-solving skills, with experience in a call-center environment preferred. Onsite role in Apple Valley, MN with specified shift patterns; compensation range $22.50-$23.50 per hour plus bonus potential.
Required Qualifications
- High School or equivalent education required
- 2-4 years of telephone or call center experience preferred
- Experience or background in 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 that can be assisted while maintaining a high level of customer service
- Ability to represent the Credit Union and display a professional appearance both in person as well as on the phone
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