Member Experience Center Manager (Contact Center)

About the role

Manages the operations of all inbound contact center calls, ensuring operational effectiveness and efficiency. Ensures representatives are trained and developed, focusing on member experience. Coaches Contact Center Team Leaders on member experience, commitment to strategic goals, and ongoing staff development.

Responsibilities

• Manages inbound call efficiency and technology, including call center technology components and resources.
• Manages operational and administrative activities, including payroll, scheduling, opening, and closing.
• Oversees hiring, training, and leadership of inbound call center representatives and Team Leaders.
• Ensures representatives are achieving desired service levels and redirects as needed.
• Ensures adequate staffing levels to support organizational and member needs.
• Coaches and mentors inbound Team Leaders and provides ongoing staff performance and development feedback.
• Ensures Contact Center sales and strategic goals are met.
• Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
• Assists in the development and implementation of cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
• Oversees the processing of 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.
• Processes all types of transactions for members, including balance inquiries, transfers, payments, loan advances, account openings, and all other requests.
• Serves as final resolution for escalated member concerns.
• Complies with all Credit Union policies and regulatory requirements.

Requirements

• Bachelor’s Degree in a related field or equivalent experience in a financial institution or contact center environment.
• Three years of supervisory experience is required; five years of supervisory experience is strongly preferred.

Skills

• 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.

Benefits

• Affordable medical, dental, and vision plans.
• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.
• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too.
• Paid Sick Time for all team members.
• Highly competitive 401K plan featuring a 6% company match, with immediate vesting and 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.

Pay

Targeted Salary Range: $72,400 - $92,300

Physical Requirements

The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Frequently required to sit, use hands (including fingers), operate standard office equipment such as a mouse, keyboard, and adding machine, as well as speak and hear.
• Occasionally required to stand and walk.
• Specific vision requirements include close vision (at 20 inches or less).

Working Conditions

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Work is performed in a climate-controlled office environment where the noise level is typically quiet to moderate.