Member Experience Center Lead - Coaching & Service Excellence

Langley Federal Credit Union; Virginia Beach (VA); On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Educational Assistance

Student Loan Repayment

Career Growth Opportunities

Paid Vacation (start day one)

13 Paid Holidays

Floating Holidays

Paid Sick Time

401K with company match (ROTH option)

Short-term disability

Long-term disability

Life Insurance

Voluntary Life Insurance

Flexible Health Care and DependentCare

Job summary

Langley Federal Credit Union is hiring a Full-Time Member Experience Center Team Leader to supervise the Bonney Road on-site team in Virginia Beach, VA. You will coach staff, manage payroll and scheduling, and drive outstanding member service across phone and digital channels.

You’ll develop new business opportunities, analyze call volumes, and ensure first-call resolution by leveraging cross-departmental resources. A Bachelor’s degree and 2 years of supervisory experience are preferred.

Qualifications

• Bachelor's Degree in a related field or equivalent experience in a financial institution or Retail Sales industry.
• Two years of supervisory experience or equivalent combination of working experience or training preferred.

Responsibilities

• Supports and coaches the sales and service culture by providing individual and team coaching weekly and monthly.
• Supervises operational and administrative activities, including payroll, scheduling, department balancing, opening, and closing.
• Develops new business opportunities through outbound calling, online account opening, and inbound call requests.
• Analyzes call volume and reacts accordingly with scheduling and day-to-day queue management.
• Utilizes call center data and reporting resources in determining staffing, call performance and opportunities to improve the member experience.
• Manages all member contact channels, including social media, online banking, chat, and webmail.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Reviews critical and escalated situations to determine the best action for resolution.
• Utilizes cross-departmental resources to include software, websites, and processes to ensure first-call resolution.
• Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
• Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
• Ensures call quality and queue expectations are adhered to and met.
• Assists in developing and implementing cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
• Analyzes survey feedback to identify trends and manage results and feedback to drive organizational process improvement.
• Responds proficiently and eloquently on public forums, safeguarding the organization's reputation while engaging effectively with a diverse audience.
• Meticulously reviews and analyzes high-risk transactions to detect and prevent fraudulent behavior.
• Complies with all Credit Union policies and regulatory requirements.

Skills

Supervisory experience

Coaching

Call center

Cross-functional collaboration

Education

Bachelor's Degree in a related field

Job description

Langley Federal Credit Union is hiring a Full-Time Member Experience Center Team Leader to supervise the Bonney Road on-site team in Virginia Beach, VA. You will coach staff, manage payroll and scheduling, and drive outstanding member service across phone and digital channels.

You’ll develop new business opportunities, analyze call volumes, and ensure first-call resolution by leveraging cross-departmental resources. A Bachelor’s degree and 2 years of supervisory experience are preferred.