Member Experience (Contact Center) Representative

Langley Federal Credit Union•Virginia Beach, VA

12d•Onsite

About The Position

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. Financial Security: 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. Langley Federal Credit Union is currently hiring for a Full Time Member Experience Representative to work on-site from our Bonney Road Center, located in Virginia Beach, VA. Job Summary: A Member Experience Representative provides members of Langley with impeccable service by telephone in a fast-paced call center environment. Utilizes consultative selling to offer financial products and services that meet or exceed members’ needs. Identifies opportunities to increase member engagement. Educates members on Langley products and services to improve members’ lives by helping them save, borrow, and spend wisely.

Requirements

Associates degree; and 6 months service or sales experience and/or training; or equivalent combination of education and experience.

Responsibilities

Process all types of transactions for members including balance inquiries, transfers, payments, loan advances, account opening, and all other requests through our core system.
Assist with Online and Telephone banking, including general education, troubleshooting, resetting passwords and security questions.
Record every member interaction and follow up utilizing Customer Relationship Management (CRM) tool and Document Management System.
Utilize consultative selling to offer financial products and services that meet or exceed members’ needs.
Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
Process payments and deposits in external software tools.
Develop new business opportunities through outbound calling, online account opening, and inbound call requests.
Review title information in designated software to assist members.
Review member accounts to determine any disputes and fraud resolution.
Process consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures to include personal, auto, home equity line of credit, and credit cards.
Support the day to day operations and efficiencies of the Contact Center.
Utilize cross departmental resources to include software, websites, and processes to ensure first call resolution.
Utilize the phone system to forward, transfer, and conference calls to efficiently assist and solve member concerns.
Serves as front line deterrent against fraud and theft, protecting members and the Credit Union.
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.
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.