Senior Contact Center Representative
About The Position
Provides Langley members with service by telephone and digital messaging in a fast-paced call center environment. Uses consultative selling to offer financial products and services that meet or exceed members’ needs, identifies opportunities to increase member engagement, and educates members about Langley products and services. Mentors and coaches Contact Center Representatives and assumes operational responsibility for a designated team when a Team Leader is absent. The role performs Contact Center Representative duties, supports staff development and quality reviews, assists with escalations and contact center opening and closing, and helps maintain day-to-day operational efficiency. It also supports fraud prevention through transaction verification and serves as a role model for teamwork, service, and compliance 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 track record of guiding and inspiring team members.
- Proficient written communication skills.
- Ability to comply with Credit Union policies and regulatory requirements.
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 continuing job knowledge and skills through individual coaching and the Help Desk queue.
- Create, implement, and report results for weekly roleplay practices.
- Identify and implement opportunities 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 with escalated calls and opening and closing the contact center.
- Foster teamwork by assisting staff with calls and follow-ups and acting as a role model.
- Monitor the CMS Supervisor queue to support day-to-day Contact Center efficiency.
- Assume operational responsibility for the designated team in the absence of a Team Leader.
- Help deter fraud and theft and 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 mitigate fraud.
- Represent Langley effectively across public platforms through written communication.
- Comply with Credit Union policies and regulatory requirements.
- Provide members with telephone and digital messaging service and educate them about Langley products and services.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
