Contact Center Representative Jobs

Job Summary:

A Contact Center Representative provides members of Langley with impeccable service by telephone in a fast-paced call center environment. Utilizes consultative selling to offer financial products and services that meet or exceed members’ needs. Identifies opportunities to increase member engagement. Educates members on Langley products and services to improve members’ lives by helping them save, borrow, and spend wisely. Working hours will fall between 8:00 to 6:00 Monday-Friday and Saturday 8:30 to 1:00.

Essential Functions, Duties, and Responsibilities:

• Assist with Online and Telephone banking, including general education, troubleshooting, resetting passwords and security questions.
• Process all types of transactions for members including balance inquiries, transfers, payments, loan advances, account opening, and all other requests through our core system.
• Review title information in designated software to assist members.
• Review member accounts to determine any disputes and fraud resolution.
• Develop new business opportunities through outbound calling, online account opening, and inbound call requests.
• Process payments and deposits in external software tools.
• Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Record every member interaction and follow up utilizing Customer Relationship Management (CRM) tool and Document Management System.
• Utilize cross departmental resources to include software, websites, and processes to ensure first call resolution.
• Utilize the phone system to forward, transfer, and conference calls to efficiently assist and solve member concerns.
• Process 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.
• Utilize consultative selling to offer financial products and services that meet or exceed members’ needs.
• Complies with all Credit Union policies and regulatory requirements.
• Support the day to day operations and efficiencies of the Contact Center.
• Serves as front line deterrent against fraud and theft, protecting members and the Credit Union.

Qualifications:

• Associates degree; and 6 months service or sales experience and/or training; or equivalent combination of education and experience.
• Ability to read, write and speak fluent Spanish highly preferred.

Keys to our Success:

• 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.
• 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.
• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)