Digital Services 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:

The Digital Services Representative supports Langley growth initiatives in new markets through video banking channels to introduce potential new members to an array of Langley products and services. This representative develops new business opportunities through outbound calling, online account opening, digital messaging, social media and video banking interactions. The Digital Services Representative processes 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. This representative strives to fulfill our vision to improve members' lives by helping them save, borrow, and spend wisely through education of members on Langley products and services.

Essential Functions, Duties, and Responsibilities:

• Supports Langley growth initiatives in new markets through video banking channels to introduce potential new members to an array of Langley products and services.
• Develops new business opportunities through outbound calling, online account opening, digital messaging, social media and video banking interactions.
• Processes consumer loan products and services including personal, auto, home equity line of credit, and credit cards, ensuring compliance with Federal Regulations and Credit Union policies and procedures.
• Initiates leads to the Mortgage and Langley Financial Services teams and ensures a smooth member handoff.
• Analyzes the output from fraud deterrent tools across digital channels to mitigate fraud risk and to decision applications received through all channels.
• Utilizes digital channels to efficiently assist and solve member concerns with focus on enhancing relationships.
• Utilizes internal and external software tools focused on digital engagement and problem solving.
• Assists internal Langley staff and members with escalated online and digital banking solutions.
• Records every member interaction and follow up utilizing the Customer Relationship Management (CRM) tool and Document Management System.
• Utilizes consultative selling to offer financial products and services and to introduce further interactions with other credit union business partners.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Complies with all Credit Union policies and regulatory requirements.

Qualifications:

• Associates degree in a related field or equivalent experience in a financial institution
• Two years' financial institution experience including selling, originating and assessing the fraud risk on consumer loans and new accounts.
• Two years' experience in originating Home Equity products preferred.
• Two-years' experience working with Digital Services (ie: online account opening, online chat, secured messaging) preferred.
• Digital communication experience in a professional environment is preferred.

Our Keys to 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!