Team Leader, Contact Center

Langley Federal 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. The Team Leader supports growth initiatives across outbound calling, online account opening, digital messaging, social media, and video banking, and ensures representatives use available resources to provide members with excellent service and strengthen relationships. The position oversees digital channel operations, staffing, scheduling, queue management, and departmental administrative activities. It also supports risk decisions involving new member documentation and referred applications, reviews escalated situations, and analyzes performance, survey feedback, and high-risk transactions to improve member experience and help prevent fraud. The role works with colleagues and cross-departmental resources to improve processes, supports members through digital channels beyond normal operating hours, and ensures compliance with credit union policies and regulatory requirements. Langley describes its values for success as service, acting as an ambassador for the organization, agility, teamwork, and continuous learning.

Requirements

Bachelor’s degree in a related field or equivalent experience in a financial institution or 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

Leads and supports Digital Services Representatives through weekly individual coaching and monthly team coaching.
Advances growth initiatives within Digital Services through coaching, goal setting, and planning.
Analyzes digital channel volume and adjusts scheduling and day-to-day queue management accordingly.
Manages digital channel efficiency by using available components and resources.
Supervises operational and administrative activities, including payroll, scheduling, and other departmental activities.
Evaluates escalated new member documentation and makes decisions on referred applications based on risk to the credit union.
Reviews critical and escalated situations and determines appropriate actions for resolution.
Uses call center data and reporting resources to assess staffing, call performance, and opportunities to improve the member experience.
Fosters teamwork through professional interactions with peers, supervisors, and other employees.
Uses cross-departmental resources, including software, websites, and processes, to support strong member and staff interactions.
Assists with developing, implementing, and communicating cross-departmental initiatives that improve efficiency and processes.
Participates in evaluating processes and procedures to ensure member experience standards are met.
Provides member support through digital channels beyond normal operating hours.
Ensures interaction quality and queue expectations are met.
Analyzes survey feedback, identifies trends, and manages results and feedback to drive organizational process improvement.
Responds effectively on public forums while safeguarding the organization’s reputation and engaging with diverse audiences.
Reviews and analyzes high-risk transactions to detect and prevent fraud.
Complies with credit union policies and regulatory requirements.

Benefits

Affordable medical, dental, and vision plans.
Educational assistance, including books, lab fees, and registration costs.
Student loan repayment support.
Career growth opportunities.
Paid vacation that accrues from day one and increases with service.
13 paid holidays, including a birthday holiday 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 optional voluntary life insurance.
Flexible health care and dependent care benefits.