Member Experience Representative- Bilingual Spanish Prefered

About the role

Langley Federal Credit Union is currently hiring for a Full-Time Bilingual Member Experience Representative to work on-site from our Bonney Road Center, located in Virginia Beach, VA.

Responsibilities

• Responds to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
• Resolves member service requests promptly through first call resolution as well as by using effective communications with operations and other teams via the Customer Relationship Management Platform (CRM).
• Performs outbound communications for case follow-up.
• Performs transactions with attention to detail to ensure service quality and fraud prevention.
• Reviews member financial needs and provides product & service recommendations through consultative selling.
• Educates members on Langley products and services.
• Offers recommendations to improve member financial well-being.
• Supports members and potential members in successfully applying for products & services.
• Works to ensure smooth onboarding and adoption of products and services.
• Provides a smooth handoff to Mortgage, Insurance and Wealth Management teams through effective use of referrals as needed.
• Documents all interactions using the CRM platform.
• Ensures compliance with Federal Regulations and Credit Union policies and procedures.
• Fosters teamwork and demonstrates strong communication skills.
• Adheres to contact center service level standards including answer time, handle time, and member satisfaction, to ensure timely handling of customer inquiries.
• Mets or exceeds contact center sales level standards through effective product recommendations and guided conversations.

Qualifications

• Associate degree or equivalent experience in sales, service, and/or financial services.
• Sales & service experience in a financial institution’s contact center or branch strongly preferred.
• Strong verbal and written communication skills and ability to adapt in a fast-paced environment.
• Proficiency with CRM platforms and financial services tools preferred.

Skills

• Service Orientation
• Building Trusting Relationships
• Delivering Value
• Adapting to Changes
• Collaborating Across Teams
• Continuous Learning

Benefits

• Comprehensive Employee Benefits Package
• Medical, Dental, and Vision Plans
• Education Assistance
• Student Loan Repayment Support
• Career Growth Opportunities

Pay

Competitive 401K plan featuring a 6% company match, with immediate vesting, and a Roth IRA option.

Schedule

Full-Time Position