Member Experience Specialist, Contact Center

Langley Federal Credit Union; Newport News (VA); In loco; USD 25.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

Educational Assistance

Student Loan Repayment

Career Growth Opportunities

Paid Vacation

13 Paid Holidays

Floating Holidays

Paid Sick Time

401K with 6% company match (ROTH)

Disability insurance

Life Insurance

Descrizione del lavoro

Langley Federal Credit Union is hiring a Full-Time Contact Center Representative to work on-site in Newport News, VA. You will handle sales and service requests via voice, text, and video channels, guiding members through applications and product adoption to foster long-term relationships.

You will resolve inquiries, perform transactions with care to prevent fraud, and collaborate with Mortgage/Insurance/Wealth teams as needed, while meeting service level goals in a fast-paced environment.

Competenze

• Associate degree or equivalent experience in sales, service, and/or financial services.
• Sales & service experience in a financial institution’s contact center or branch strongly preferred.
• Proficiency with CRM platforms and financial services tools preferred.

Mansioni

• Responds to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
• Resolves member service requests promptly through first call resolution and CRM.
• Performs outbound communications for case follow-up.
• Performs transactions with attention to detail to ensure service quality and fraud prevention.
• Reviews member financial needs and provides product & service recommendations through consultative selling and educates members on Langley products and services.
• Supports members and potential members in successfully applying for products & services and onboarding.
• Provides a smooth handoff to Mortgage, Insurance and Wealth Management teams through referrals as needed.
• Documents all interactions using the CRM platform.
• Ensures compliance with Federal Regulations and Credit Union policies and procedures.
• Fosters teamwork and strong communication; adheres to service level standards and sales targets.

Conoscenze

Verbal communication

Written communication

Adaptability

Customer service

Formazione

Associate degree

Financial services exp

Strumenti

CRM platforms

Financial tools

Descrizione del lavoro

Langley Federal Credit Union is hiring a Full-Time Contact Center Representative to work on-site in Newport News, VA. You will handle sales and service requests via voice, text, and video channels, guiding members through applications and product adoption to foster long-term relationships.

You will resolve inquiries, perform transactions with care to prevent fraud, and collaborate with Mortgage/Insurance/Wealth teams as needed, while meeting service level goals in a fast-paced environment.