Phone Specialist Supervisor

Wings Credit Union

Apple Valley (MN)

Hybrid

USD 60,000 - 70,000

Full time

7 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Generous 401(k) match

401k Discretionary Profit Sharing

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short Term and Long Term Disability

Health Savings Account with company0

Job summary

Wings Credit Union is seeking a seasoned leader to head the National Contact Center. You will guide a diverse team, ensuring compliance, high member satisfaction, and effective cross-selling of services.

Responsibilities include coaching staff, managing both on-site and remote teams, and driving performance metrics while maintaining a positive, compliant work environment.

Qualifications

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

Responsibilities

Lead a team in day-to-day operations of the National Contact Center.
Coach employees to improve member service, drive sales, and ensure quality; maintain high satisfaction.
Escalate complex member issues and monitor performance with emphasis on service levels.
Foster a positive work environment and succession planning; support schedule adherence.
Stay updated on compliance and regulations; ensure procedures are current.
Manage both on-site and remote staff; conduct 1-1 and team meetings.
Represent the Credit Union in professional appearance and communications.

Skills

Leadership

Coaching

Communication

Problem Solving

Time Management

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

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!

Job Description

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.

Shifts Available

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

Essential Functions

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.

Qualifications

Minimum Formal Qualifications for this Position:

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

Technical Or Specialized Knowledge/Skills

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 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 that can be assisted while maintaining high service levels.
Ability to represent the Credit Union and display a professional appearance both in person as well as on the phone.
Strategic Mindset: Track record of seeing ahead to future possibilities and translating them into breakthrough strategies.
Ensures Accountability: Known for holding self and others accountable to meet commitments.
Drives Engagement: Proven ability to create a climate where people are motivated to do their best to help the organization achieve its objectives.
Instills Trust: Demonstrated ability to gain the confidence and trust of others through honesty, integrity, and authenticity.

Additional Information

PAY RANGE:

$60-$70k plus 10% 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