Member Experience Center Team Leader

Langley Federal Credit Union•Virginia Beach, VA

6d•$50,600 - $63,700

About The Position

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.

Requirements

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 combination of working experience or training preferred.

Nice To Haves

Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

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.