Member Experience Representative- Bilingual Spanish Preferred

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. Delivers effective and engaging sales and service experiences through voice, text, and video channels. Supports members by resolving a wide range of service requests and working to proactively address issues and prevent the need for future interactions.

Responsibilities

The role includes Foundational Responsibilities and Advanced Responsibilities. Foundational Responsibilities include:

• 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.
• Meets or exceeds contact center sales level standards through effective product recommendations and guided conversations.

Advanced Responsibilities include:

• Provide member support through additional channels such as web chat, SMS, secure messaging, and video service.
• Provide member support in English and Spanish.
• Provide mentoring to team members, assisting with development of job knowledge and skills.
• Provide advanced support of new membership processes.
• Perform additional high-risk transactions with attention to detail to ensure service quality and fraud prevention.
• Perform outbound communications for business development.
• Analyze fraud deterrent tool outputs and decision applications across digital channels.
• Assist with escalated digital banking and fraud situations.
• Contribute to continuous improvement initiatives and cross-functional collaboration.

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

Our Keys To Success include being a Service Champion, Langley Ambassador, Agile in Action, Team Driven, and a Continuous Learner.

Benefits

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.
• 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.
• Celebrate 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 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.