Ent Credit Union
Overview
Ent Credit Union and Wings Credit Union are joining 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. To learn more about the merger, here. Responsibilities
Call Center Operational Oversight: Oversight of Call Center Supervisors and their direct reports as necessary. Address escalated member concerns. Assess and prioritize the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc.). Assist with daily frontline workload as necessary. Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for Member Service Reps. Assists in selection of new hires for the department. Call Center Staff Alignment / Departmental Development: Coach and develop staff weekly to build / reinforce Wings\' sales and service culture. Write and deliver performance evaluations. Assess and revise performance standards to align with strategic department goals / regulatory changes. Research, recommend, and implement approved process and/or procedural changes. Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology). Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications
Bachelor\'s Degree in Business, Finance, Management, or another relevant field of study. 5+ years\' experience in Financial Services 5+ years\' of Call Center experience 2+ years\' of Management/Supervisory experience to include mentoring / training of other staff. Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction. Advanced conflict resolution and problem solving skills. Ability to recognize needed improvements and take necessary steps to implement changes. Broad understanding of relevant Federal, State, and local regulations governing credit unions. Knowledge of compliance and internal controls related to financial services. Ability to prioritize/manage workload and allocate resources. Strong technical knowledge of financial industry, to include specialty areas such as Certificate/IRA, handling deceased member accounts, online banking applications, etc. Knowledge of Cisco applications or similar reporting tools to manage daily call volume. Knowledge of Call Center Operations to include Sales and Service culture. Working knowledge of HR policies, procedures, and compliance. Working knowledge of training theory, training delivery methods, and best practices. Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company. Ability to give oral presentations to a group. Organized, detail oriented, flexible and able to multi- task in an ever-changing environment. Proficient with the Microsoft Office Suite (Word, Excel, Outlook). Certified Sales Professional (CSP) or similar certification for consultative sales practices preferred Additional Information
The pay range for this position is: $88,000 to $98,000 plus annual 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 401k 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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
#J-18808-Ljbffr
Ent Credit Union and Wings Credit Union are joining 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. To learn more about the merger, here. Responsibilities
Call Center Operational Oversight: Oversight of Call Center Supervisors and their direct reports as necessary. Address escalated member concerns. Assess and prioritize the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc.). Assist with daily frontline workload as necessary. Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for Member Service Reps. Assists in selection of new hires for the department. Call Center Staff Alignment / Departmental Development: Coach and develop staff weekly to build / reinforce Wings\' sales and service culture. Write and deliver performance evaluations. Assess and revise performance standards to align with strategic department goals / regulatory changes. Research, recommend, and implement approved process and/or procedural changes. Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology). Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications
Bachelor\'s Degree in Business, Finance, Management, or another relevant field of study. 5+ years\' experience in Financial Services 5+ years\' of Call Center experience 2+ years\' of Management/Supervisory experience to include mentoring / training of other staff. Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction. Advanced conflict resolution and problem solving skills. Ability to recognize needed improvements and take necessary steps to implement changes. Broad understanding of relevant Federal, State, and local regulations governing credit unions. Knowledge of compliance and internal controls related to financial services. Ability to prioritize/manage workload and allocate resources. Strong technical knowledge of financial industry, to include specialty areas such as Certificate/IRA, handling deceased member accounts, online banking applications, etc. Knowledge of Cisco applications or similar reporting tools to manage daily call volume. Knowledge of Call Center Operations to include Sales and Service culture. Working knowledge of HR policies, procedures, and compliance. Working knowledge of training theory, training delivery methods, and best practices. Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company. Ability to give oral presentations to a group. Organized, detail oriented, flexible and able to multi- task in an ever-changing environment. Proficient with the Microsoft Office Suite (Word, Excel, Outlook). Certified Sales Professional (CSP) or similar certification for consultative sales practices preferred Additional Information
The pay range for this position is: $88,000 to $98,000 plus annual 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 401k 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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
#J-18808-Ljbffr