Team Leader, Contact Center

Langley Credit Union•Newport News, VA

1d•Onsite

About The Position

Langley Federal Credit Union is hiring a full-time Contact Center Team Leader to work onsite at its City Center office in Newport News, Virginia. The role supervises Digital Services Representatives, providing daily support and ongoing coaching while supporting growth initiatives across outbound calling, online account opening, digital messaging, social media, and video banking. The Team Leader ensures representatives use available resources to deliver excellent member service and build stronger member relationships. The position also oversees digital-channel operations, including queue management, scheduling, payroll, staffing analysis, service quality, and process improvement. It involves reviewing escalated applications and situations, evaluating high-risk transactions for possible fraud, responding to members through digital channels beyond normal operating hours, and collaborating across departments. The role 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 the retail sales industry.

Nice To Haves

Two years of supervisory experience, or an equivalent combination of work experience and training.
Two years of financial institution experience, including consumer lending, new accounts, and real estate products.
Experience mitigating risk in account opening and consumer lending.

Responsibilities

Lead and support Digital Services Representatives through weekly individual coaching and monthly team coaching.
Advance growth initiatives through coaching, goal setting, and planning.
Analyze digital-channel volume and adjust scheduling and daily queue management as needed.
Manage digital-channel efficiency by using available components and resources.
Supervise operational and administrative activities, including payroll, scheduling, and other departmental activities.
Evaluate escalated new-member documentation and make decisions on referred applications based on risk to the Credit Union.
Review critical and escalated situations and determine appropriate resolutions.
Use call-center data and reporting resources to assess staffing, call performance, and opportunities to improve the member experience.
Foster teamwork through professional interaction with peers, supervisors, and other Langley employees.
Use cross-departmental resources, including software, websites, and processes, to support positive member and staff interactions.
Help develop, implement, and communicate cross-departmental initiatives that improve efficiency and processes.
Participate in evaluating processes and procedures to ensure member-experience standards are met.
Provide member support through digital channels beyond normal operating hours.
Ensure interaction quality and queue expectations are met.
Analyze survey feedback, identify trends, and use results to drive organizational process improvement.
Respond proficiently and eloquently on public forums while protecting the organization’s reputation and engaging with diverse audiences.
Review and analyze high-risk transactions to detect and prevent fraud.
Comply with Credit Union policies and regulatory requirements.

Benefits

Affordable medical, dental, and vision plans.
Educational assistance covering books, lab fees, registration costs, and more.
Student loan repayment support.
Career growth opportunities.
Paid vacation that begins accruing on day one and increases with service, subject to a maximum cap.
13 paid holidays, including the employee’s birthday and the day after Thanksgiving, plus floating holidays.
Paid sick time.
401(k) plan with a 6% company match, immediate vesting, and a Roth IRA option.
Company-covered short- and long-term disability insurance.
Complimentary life insurance and the option to purchase additional voluntary life insurance.
Flexible health care and dependent care benefits.