Member Experience Center Manager

**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](https://www.langleyfcu.org/careers/benefits) 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. # Langley Federal Credit Union is currently hiring for a **Full Time Member Experience Center Manager** to work on-site from our City Center MXC, located in Newport News, VA. **Job Summary:** 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. **Essential Functions, Duties, and 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. **Qualifications:** - 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…