Member Experience Center Team Leader

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 400,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

Investing in You:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.

Time Off That Matters:

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.
• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.

Job Summary:

Supervises Contact Center Staff by providing daily support and ongoing coaching to teams. Manages and utilizes resources to provide members of Langley with impeccable service by telephone and digital messaging in a call center environment. Maintains exceptional call quality in the Contact Center by training the Representatives to utilize consultative selling to offer financial products and services that meet or exceed members’ needs.

Essential Functions, Duties, and Responsibilities:

• Supports and coaches the sales and service culture by providing individual and team coaching weekly and monthly.
• Supervises operational and administrative activities, including payroll, scheduling, department balancing, opening, and closing.
• Develops new business opportunities through outbound calling, online account opening, and inbound call requests.
• Analyzes call volume and reacts accordingly with scheduling and day-to-day queue management.
• Utilizes call center data and reporting resources in determining staffing, call performance and opportunities to improve the member experience.
• Manages all member contact channels, including social media, online banking, chat, and webmail.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Reviews critical and escalated situations to determine the best action for resolution.
• Utilizes cross-departmental resources to include software, websites, and processes to ensure first-call resolution.
• Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
• Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
• Ensures call quality and queue expectations are adhered to and met.
• Assists in developing and implementing cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
• Analyzes survey feedback to identify trends and manage results and feedback to drive organizational process improvement.
• Responds proficiently and eloquently on public forums, safeguarding the organization’s reputation while engaging effectively with a diverse audience.
• Meticulously reviews and analyzes high-risk transactions to detect and prevent fraudulent behavior.
• Complies with all Credit Union policies and regulatory requirements.

Qualifications:

• Bachelor’s Degree in a related field or equivalent experience in a financial institution or Retail Sales industry.
• Two years of supervisory experience or equivalent…