Member Experience Center Team Leader

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

Description

Supervises Contact Center Staff by providing daily support and ongoing coaching to teams. Manages and utilizes resources to provide members of Langley with impeccable service by telephone and digital messaging in a call center environment. Maintains exceptional call quality in the Contact Center by training the Representatives to utilize consultative selling to offer financial products and services that meet or exceed members' needs.

Essential Functions, Duties, and 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.

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.

Targeted Salary Range- $50,600 - $63,700

Our Keys to Success:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.


• Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity, and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.


• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.


• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.


• Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.