Member Experience Lead - Coaching & Service

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

13 Holidays & Floating Holidays

Paid Sick Time

401K with company match

Disability Insurance

Life Insurance

Flexible Health Care & Dependent Care

Job summary

Langley Federal Credit Union in Virginia Beach, VA, is seeking a Full-Time Member Experience Center Team Leader to supervise on-site staff at the Bonney Road center and ensure exceptional member service.

The role focuses on coaching, scheduling, payroll, and cross-department collaboration to drive sales and service. A Bachelor’s degree plus 2 years of supervisory experience are preferred today.

Qualifications

• Bachelor’s Degree in a related field or equivalent experience in a financial institution.
• Two years of supervisory experience or equivalent.

Responsibilities

• Coach and supervise contact center staff with weekly and monthly coaching.
• Manage payroll, scheduling, and department balancing.
• Develop new business through outbound calling and online account openings.
• Analyze call volume to optimize staffing and queues.
• Oversee all member contact channels including social media, online banking, chat, and webmail.
• Ensure first-call resolution via cross-departmental resources.

Skills

Supervisory experience

Coaching

Customer service

Call center

Education

Bachelor’s Degree or equivalent experience

Job description

Langley Federal Credit Union in Virginia Beach, VA, is seeking a Full-Time Member Experience Center Team Leader to supervise on-site staff at the Bonney Road center and ensure exceptional member service.

The role focuses on coaching, scheduling, payroll, and cross-department collaboration to drive sales and service. A Bachelor’s degree plus 2 years of supervisory experience are preferred today.