Senior Contact Center Specialist & Mentor

Langley Federal Credit Union; Virginia Beach (VA); Sur place; USD 27 000 - 34 000; Plein temps

Résumé du poste

Langley Federal Credit Union is seeking a dedicated Contact Center Representative to deliver exceptional member service by phone and digital channels in a fast-paced call center. You will use consultative selling to align Langley products with member needs and educate on how to save, borrow, and spend wisely.

You will mentor teammates, support leadership in the absence of a Team Leader, and help manage workflows, quality reviews, and risk controls.

Qualifications

• Bachelor’s degree in a related field or equivalent experience in a financial institution or Retail Sales industry.
• Two years of financial institution experience is required.
• Two years of experience working in a contact center environment is strongly preferred.

Responsabilités

• Performs all the duties of a Contact Center Representative.
• Mentors and assists staff with continuing job knowledge and skills through individual coaching as well as the Help Desk queue.
• Creates, implements, and reports results for weekly roleplay practices.
• Demonstrates initiative to enhance or improve efficiencies in the operation of the Contact Center to include having flexibility with scheduling and coverage.
• Analyzes situations to determine fee refunds, check hold releases, and overrides.
• Assists the Team Leader by handling escalated calls and opening and closing the contact center.
• Fosters teamwork by interacting with staff to assist on calls or follow-ups and acts as a role model in the Contact Center.
• Supports the day-to-day efficiency of the Contact Center by monitoring the CMS Supervisor queue.
• Assumes operational responsibility in the absence of a Team Leader.

Formation

Bachelor’s degree in a related field or equivalent experience in a financial institution or Retail Sales industry

Description du poste

Langley Federal Credit Union is seeking a dedicated Contact Center Representative to deliver exceptional member service by phone and digital channels in a fast-paced call center. You will use consultative selling to align Langley products with member needs and educate on how to save, borrow, and spend wisely.

You will mentor teammates, support leadership in the absence of a Team Leader, and help manage workflows, quality reviews, and risk controls.