Member Experience Center Team Lead

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

Job summary

Langley Federal Credit Union in Virginia Beach seeks a Supervisor for the Contact Center to provide daily coaching and leadership to teams, ensuring impeccable service by telephone and digital channels. You will guide staffing, training, quality monitoring, and cross-department collaboration to improve the member experience while upholding security and regulatory standards.

Bachelor's degree and two years of supervisory experience are preferred, with a record of delivering excellent customer

Qualifications

• Bachelor's Degree in a related field or equivalent experience in a financial institution or retail sales environment.
• Two years of supervisory experience or equivalent combination of working experience or training preferred.

Responsibilities

• Coaches and supports the sales and service culture, providing weekly and monthly coaching.
• Oversees operational and administrative activities including payroll, scheduling, and department balancing.
• Develops new business opportunities via outbound calls, online account opening, and inbound requests.
• Analyzes call volume to adjust scheduling and queue management for optimal service.
• Monitors call center data to inform staffing, performance, and member experience improvements.
• Manages all member contact channels (social, online banking, chat, webmail).
• Collaborates cross-departmentally to improve processes and communication.
• Reviews high-risk transactions to detect fraud and ensure compliance with policies.

Skills

Supervisory experience

Coaching

Customer service

Call center management

Education

Bachelor's degree

Tools

Payroll software

Job description

Langley Federal Credit Union in Virginia Beach seeks a Supervisor for the Contact Center to provide daily coaching and leadership to teams, ensuring impeccable service by telephone and digital channels. You will guide staffing, training, quality monitoring, and cross-department collaboration to improve the member experience while upholding security and regulatory standards.

Bachelor's degree and two years of supervisory experience are preferred, with a record of delivering excellent customer