Phone Specialist Supervisor

Company Description

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!

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

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

• 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 benefit 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.
• Regularly provide situational leadership and coaching around schedule adherence, average handle time, quality assurance, and customer satisfaction.
• Ability to 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.
• Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and provide training to employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Bank Secrecy Act:
  Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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

• Proven leadership skills that project integrity, empathy, decisiveness, self-awareness, and 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 our members and organization.
• Effective written, verbal 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, positive attitude.
• Basic knowledge of the financial industry.
• Strong telephone and interpersonal skills.
• Strong…