Contact Center Representative

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 351,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

Investing in You:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.

Time Off That Matters:

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.

Financial Security:

• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.

Job Summary:

A Contact Center Representative provides members of Langley with impeccable service by telephone in a fast-paced call center environment. Utilizes consultative selling to offer financial products and services that meet or exceed members' needs. Identifies opportunities to increase member engagement. Educates members on Langley products and services to improve members' lives by helping them save, borrow, and spend wisely.

Essential Functions, Duties, and Responsibilities:

• Process all types of transactions for members including balance inquiries, transfers, payments, loan advances, account opening, and all other requests through our core system.
• Assist with Online and Telephone banking, including general education, troubleshooting, resetting passwords and security questions.
• Record every member interaction and follow up utilizing Customer Relationship Management (CRM) tool and Document Management System.
• Utilize consultative selling to offer financial products and services that meet or exceed members' needs.
• Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Process payments and deposits in external software tools.
• Develop new business opportunities through outbound calling, online account opening, and inbound call requests.
• Review title information in designated software to assist members.
• Review member accounts to determine any disputes and fraud resolution.
• Process consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures to include personal, auto, home equity line of credit, and credit cards.
• Support the day to day operations and efficiencies of the Contact Center.
• Utilize cross departmental resources to include software, websites, and processes to ensure first call resolution.
• Utilize the phone system to forward, transfer, and conference calls to efficiently assist and solve member concerns.
• Serves as front line deterrent against fraud and theft, protecting members and the Credit Union.
• Complies with all Credit Union policies and regulatory requirements.

Qualifications:

• Associates degree; and 6 months service or sales experience and/or training; or equivalent combination of education and experience.

Keys to our Success:

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

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to sit, use hands to handle or feel, reach with arms, and talk or hear. The employee is occasionally required to walk, stand, taste or smell, and stoop, kneel, crouch, or crawl. Occasional lifting up to 10 pounds is required. Specific vision requirements for the job include close vision (at 20 inches or less), distance vision (20 feet or more), and color vision.

We look forward to receiving your application and eagerly anticipate the opportunity to learn more about your qualifications and aspirations. Your unique perspective and skills could be a valuable addition to our team. We're excited to delve deeper into your background and potential fit with our company culture. Thank you for considering joining us on this journey, and we can't wait to get to know you better!