Senior Contact Center Representative
About The Position
Provides Langley members with service by telephone and digital messaging in a fast-paced contact center. Uses consultative selling to recommend financial products and services that meet members’ needs, identifies opportunities to increase member engagement, and educates members about Langley products and services. Serves as a mentor, role model, and coach to Contact Center Representatives and assumes responsibility for the designated team when a Team Leader is absent. The role performs the duties of a Contact Center Representative and helps maintain the Contact Center’s day-to-day efficiency. It supports staff development and quality, handles escalations and operational responsibilities, and helps protect members and the Credit Union from fraud and theft. The position must comply with Credit Union policies and regulatory requirements.
Requirements
- Bachelor’s degree in a related field or equivalent experience in a financial institution or retail sales industry.
- Two years of financial institution experience.
- Strong leadership abilities and a proven track record of guiding and inspiring team members.
- Proficient written communication skills.
Nice To Haves
- Two years of experience working in a contact center environment is strongly preferred.
Responsibilities
- Perform all duties of a Contact Center Representative.
- Mentor and assist staff with job knowledge and skills through individual coaching and the Help Desk queue.
- Create, implement, and report results for weekly roleplay practices.
- Demonstrate initiative to improve Contact Center efficiencies, including flexibility with scheduling and coverage.
- Analyze situations to determine fee refunds, check hold releases, and overrides.
- Assist the Team Leader by handling escalated calls and opening and closing the Contact Center.
- Foster teamwork by assisting staff with calls or follow-ups and acting as a role model.
- Support day-to-day Contact Center efficiency by monitoring the CMS Supervisor queue.
- Assume operational responsibility for the designated team in the absence of a Team Leader.
- Serve as a front-line deterrent against fraud and theft to protect members and the Credit Union.
- Assist the Team Leader with quality reviews of interactions and provide feedback on performance and improvement opportunities.
- Conduct second-layer verification of high-risk transactions to help mitigate fraud.
- Represent Langley effectively across diverse public platforms through written communication.
- Comply with Credit Union policies and regulatory requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
