Member Experience Representative- Bilingual Spanish Prefered

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.

Job Summary:

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. Uses consultative selling to identify and present members products and services to serve their needs while fostering long
term member relationships. Assists members and potential members through application
processes and ensures successful member product & service adoption. Successfully works in a fast
paced environment while continuously learning & adapting to change. Works professionally and
collaboratively toward improving members financial futures.
Essential Duties and Responsibilities:
Foundational Responsibilities (Performed Upon Initial Proficiency):
These responsibilities form the core of the role and are introduced early in onboarding.
Employees are expected to perform these independently after receiving appropriate training and
demonstrating readiness.
* 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.
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Advanced Responsibilities (After Demonstrated Proficiency)
These responsibilities reflect deeper knowledge, broader skill sets, or expanded access due to
increased trust, risk exposure, or leadership capacity. These duties may be added based on
performance, training completion, and business need:
* 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.

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.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions, duties, and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is frequently required to sit, use hands, including fingers, to operate standard office equipment such as a
mouse, keyboard, and adding machine, as well as speak and hear. The employee is occasionally required to stand and walk. Specific vision requirements for the job include close vision (at 20 inches or less).

Working Conditions:
The work environment characteristics described here are representative of 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 typically performed in a climate-controlled office environment where the noise level is typically
quiet to moderate but may be conducted in a temporary location or remotely depending on business needs. This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities that are required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.

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