Member Experience Representative- Bilingual Spanish Prefered

Langley Federal Credit Union•Virginia Beach, VA

2d•Onsite

About The Position

Langley Federal Credit Union is seeking a full-time Bilingual Member Experience Representative to work on-site at our Bonney Road Center in Virginia Beach, VA. This role involves delivering effective and engaging sales and service experiences through voice, text, and video channels. The representative will support members by resolving a wide range of service requests, proactively addressing issues, and preventing future interactions. A key aspect of the role is using consultative selling to identify and present members with products and services that meet their needs, fostering long-term member relationships. The position also assists members and potential members with application processes, ensuring successful product and service adoption. The ideal candidate will thrive in a fast-paced environment, continuously learn and adapt to change, and work collaboratively to improve members' financial futures.

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.

Nice To Haves

Bilingual Spanish Preferred
Sales & service experience in a financial institution’s contact center or branch strongly preferred.
Proficiency with CRM platforms and financial services tools preferred.

Responsibilities

Responds to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
Resolves member service requests promptly through first call resolution as well as by using effective communications with operations and other teams via the Customer Relationship Management Platform (CRM).
Performs outbound communications for case follow-up.
Performs transactions with attention to detail to ensure service quality and fraud prevention.
Reviews member financial needs and provides product & service recommendations through consultative selling. Educates members on Langley products and services. Offers recommendations to improve member financial well-being.
Supports members and potential members in successfully applying for products & services. Works to ensure smooth onboarding and adoption of products and services.
Provides a smooth handoff to Mortgage, Insurance and Wealth Management teams through effective use of referrals as needed.
Documents all interactions using the CRM platform.
Ensures compliance with Federal Regulations and Credit Union policies and procedures.
Fosters teamwork and demonstrates strong communication skills.
Adheres to contact center service level standards including answer time, handle time, and member satisfaction, to ensure timely handling of customer inquiries.
Meets or exceeds 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.