Contact Center Representative

Langley Credit Union•Newport News, VA

13d•Onsite

About The Position

Langley Federal Credit Union is hiring a full-time Contact Center Representative to work on-site at its City Center Contact Center in Newport News, Virginia. The representative delivers effective sales and service experiences through voice, text, and video channels, helps members resolve service requests, and proactively addresses issues to prevent repeat interactions. The role uses consultative selling to recommend products and services that meet members’ needs, supports product applications and adoption, and builds long-term member relationships. The representative works professionally and collaboratively in a fast-paced environment and continually learns and adapts to change. The position begins with foundational responsibilities after appropriate onboarding and demonstrated readiness. With additional proficiency, training, and business need, advanced responsibilities may be added, including support through more channels, bilingual service, mentoring, expanded transaction access, and assistance with digital banking and fraud matters.

Requirements

Associate degree or equivalent experience in sales, service, and/or financial services.
Strong verbal and written communication skills.
Ability to adapt in a fast-paced environment.

Nice To Haves

Sales and service experience in a financial institution’s contact center or branch.
Proficiency with CRM platforms and financial services tools.

Responsibilities

Respond to simple and complex member service requests, including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
Resolve service requests promptly through first-call resolution and effective coordination with operations and other teams using the Customer Relationship Management (CRM) platform.
Conduct outbound communications for case follow-up.
Perform transactions carefully to ensure service quality and fraud prevention.
Review members’ financial needs and recommend products and services through consultative selling.
Educate members about Langley products and services and recommend ways to improve their financial well-being.
Support members and potential members through product and service applications, onboarding, and adoption.
Refer members to Mortgage, Insurance, and Wealth Management teams as appropriate.
Document interactions in the CRM platform.
Follow federal regulations and credit union policies and procedures.
Foster teamwork and communicate effectively.
Meet contact center service-level standards, including answer time, handle time, and member satisfaction.
Meet or exceed contact center sales standards through product recommendations and guided conversations.
After demonstrated proficiency, provide support through additional channels such as web chat, SMS, secure messaging, and video service.
After demonstrated proficiency, provide support in English and Spanish.
After demonstrated proficiency, mentor team members and help develop their job knowledge and skills.
After demonstrated proficiency, provide advanced support for new membership processes and perform additional high-risk transactions with attention to service quality and fraud prevention.
After demonstrated proficiency, conduct outbound business development communications.
After demonstrated proficiency, analyze fraud-deterrent tool outputs and decision applications across digital channels and assist with escalated digital banking and fraud situations.
Contribute to continuous improvement initiatives and cross-functional collaboration.

Benefits

Affordable medical, dental, and vision plans.
Educational assistance covering expenses such as books, lab fees, and registration costs.
Student loan repayment support.
Career growth opportunities.
Paid vacation that begins accruing on day one and increases with service, up to a maximum cap.
13 paid holidays, including the employee’s birthday and the day after Thanksgiving, plus floating holidays.
Paid sick time for all team members.
401(k) plan with a 6% company match, immediate vesting, and a Roth IRA option.
Company-covered short- and long-term disability insurance.
Complimentary life insurance and the option to purchase additional voluntary life insurance.
Flexible health care and dependent care benefits.