Member Experience Representative- Bilingual Spanish Preferred

Langley Federal Credit Union•Newport News, VA

10d•Onsite

About The Position

Langley Federal Credit Union is seeking a full-time Member Experience Representative to work on-site at their Member Experience Center in Newport News, VA. This role involves delivering effective sales and service experiences through various channels, supporting members with service requests, and proactively addressing issues. The representative will use consultative selling to identify and present products and services that meet member needs, fostering long-term relationships. They will also assist members with application processes, ensure successful product adoption, and work collaboratively to improve members' financial futures in a fast-paced, adaptive environment.

Requirements

Associate degree or equivalent experience in sales, service, and/or financial services.
Strong verbal and written communication skills and ability to adapt in a fast-paced environment.
Proficiency with CRM platforms and financial services tools preferred.

Nice To Haves

Bilingual Spanish Preferred
Sales & service experience in a financial institution’s contact center or branch strongly preferred.

Responsibilities

Respond to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
Resolve member service requests promptly through first call resolution and effective communication with other teams via the Customer Relationship Management Platform (CRM).
Perform outbound communications for case follow-up.
Perform transactions with attention to detail to ensure service quality and fraud prevention.
Review member financial needs and provide product & service recommendations through consultative selling, educating members on Langley products and services.
Offer recommendations to improve member financial well-being.
Support members and potential members in successfully applying for products & services, ensuring smooth onboarding and adoption.
Provide a smooth handoff to Mortgage, Insurance and Wealth Management teams through effective use of referrals.
Document all interactions using the CRM platform.
Ensure compliance with Federal Regulations and Credit Union policies and procedures.
Foster teamwork and demonstrate strong communication skills.
Adhere to contact center service level standards including answer time, handle time, and member satisfaction.
Meet or exceed contact center sales level standards through effective product recommendations and guided conversations.
Provide member support through additional channels such as web chat, SMS, secure messaging, and video service.
Provide member support in English and Spanish.
Provide mentoring to team members, assisting with development of job knowledge and skills.
Provide advanced support of new membership processes.
Perform additional high-risk transactions with attention to detail to ensure service quality and fraud prevention.
Perform outbound communications for business development.
Analyze fraud deterrent tool outputs and decision applications across digital channels.
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, 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.