Member Experience Center Manager

Langley Federal Credit Union•Newport News, VA

2d•$72,400 - $92,300•Onsite

About The Position

Langley Federal Credit Union is seeking a full-time Member Experience Center Manager to work on-site at their City Center MXC in Newport News, VA. This role involves managing the operations of all inbound contact center calls, ensuring operational effectiveness and efficiency. The manager will focus on training and developing representatives with an emphasis on member experience, and will coach Contact Center Team Leaders on member experience, strategic goals, and staff development.

Requirements

Bachelor’s Degree in a related field or equivalent experience in a financial institution or contact center environment.
Three years of supervisory experience is required.

Nice To Haves

Five years of supervisory experience is strongly preferred.

Responsibilities

Manages inbound call efficiency and technology, including call center technology components and resources.
Manages operational and administrative activities, including payroll, scheduling, opening, and closing.
Oversees hiring, training, and leadership of inbound call center representatives and Team Leaders.
Ensures representatives are achieving desired service levels and redirects as needed.
Ensures adequate staffing levels to support organizational and member needs.
Coaches and mentors inbound Team Leaders and provides ongoing staff performance and development feedback.
Ensures Contact Center sales and strategic goals are met.
Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
Assists in the development and implementation of cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
Oversees the processing of consumer loan products and services, including personal, auto, home equity line of credit, and credit cards, ensuring compliance with federal regulations and credit union policies and procedures.
Processes all types of transactions for members, including balance inquiries, transfers, payments, loan advances, account openings, and all other requests.
Serves as final resolution for escalated member concerns.
Complies with all Credit Union policies and regulatory requirements.

Benefits

Affordable medical, dental, and vision plans
Educational Assistance, encompassing books, lab fees, registration costs, and more.
Support for Student Loan Repayment.
Abundant Career Growth Opportunities.
Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
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.