Team Leader, Contact Center

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 400,000 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.

Langley Federal Credit Union is currently hiring for a Full Time Contact Center Team Leader, to work on site from our City Center office, located in Newport News, VA.

Job Summary:

Supervises Digital Services Representatives by providing daily support and ongoing coaching to teams. Supports Langley's growth initiatives within the Digital Services Team by overseeing outbound calling, online account opening, digital messaging, social media, and video banking interactions. Ensures Digital Services Representatives utilize resources to provide Langley members impeccable service focused on growing and enhancing relationships.

Essential Functions, Duties, and Responsibilities:

• Leads and supports Digital Services representatives by providing weekly individual and monthly team coaching.
• Leads Langley's growth initiatives within the Digital Services Teams through coaching, goal setting, and planning.
• Analyzes digital channel volume and reacts accordingly with scheduling and day to day queue management.
• Manages digital channel efficiency by utilizing all components and resources.
• Supervises operational and administrative activities, including payroll, scheduling, and other departmental activities.
• Evaluates escalated new member documentation and makes decisions on referred applications based on risk to the credit union.
• Reviews critical and escalated situations to determine the best action for resolution.
• Utilizes call center data and reporting resources in determining staffing, call performance and opportunities to improve the member experience.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Utilizes cross departmental resources to include software, websites, and processes to ensure member and staff interactions support a strong member experience.
• Assists in the development, implementation, and communication of cross-departmental initiatives that improve efficiencies and processes throughout the Credit Union.
• Participates in ongoing evaluation of processes and procedures to ensure member experience standards are met.
• Provides member support beyond normal operating hours through digital channels.
• Ensures quality of interactions and queue expectations are adhered to and met.
• Analyzes survey feedback to identify trends and manage results and feedback to drive organizational process improvement.
• Responds proficiently and eloquently on public forums, safeguarding the organization's reputation while engaging effectively with a diverse audience.
• Meticulously reviews and analyzes high-risk transactions to detect and prevent fraudulent behavior.
• Complies with all Credit Union policies and regulatory requirements

Qualifications:

• Bachelor's Degree in a related field or equivalent experience in a financial institution or Retail Sales industry.
• Two years of supervisory experience or equivalent combination of working experience/training preferred.
• Two years of financial institution experience, including consumer lending, new accounts, and real estate product experience preferred.
• Experience mitigating risk in Account Opening and Consumer Lending preferred.

Our Keys to Success:

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