Senior Contact Center Representative

Provides members of Langley with impeccable service by telephone and digital messaging 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. Serves as a mentor, role model, and coach to other Contact Center Representatives. Assumes responsibility for their designated team in the absence of a Team Leader.

Essential Functions, Duties, and Responsibilities:

• Performs all the duties of a Contact Center Representative.
• Mentors and assists staff with continuing job knowledge and skills through individual coaching as well as the Help Desk queue.
• Creates, implements, and reports results for weekly roleplay practices.
• Demonstrates initiative to enhance or improve efficiencies in the operation of the Contact Center to include having flexibility with scheduling and coverage.
• Analyzes situations to determine fee refunds, check hold releases, and overrides.
• Assists the Team Leader by handling escalated calls and opening and closing the contact center.
• Fosters teamwork by interacting with staff to assist on calls or follow-ups and acts as a role model in the Contact Center.
• Supports the day-to-day efficiency of the Contact Center by monitoring the CMS Supervisor queue.
• Assumes operational responsibility in the absence of a Team Leader.
• Serves as a front-line deterrent against fraud and theft, protecting members and the Credit Union.
• Assists the Team Leader in conducting quality reviews of interactions and delivers feedback on areas that have met or exceeded expectations and areas that present opportunities for improvement.
• Conducts a meticulous second layer of verification on high-risk transactions, prioritizing attention to detail to effectively mitigate fraud.
• Demonstrates proficient written communication skills to represent Langley across diverse public platforms effectively.
• Possesses strong leadership abilities and a proven track record of effectively guiding and inspiring team members.
• 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 Retail Sales industry.
• Two years of financial institution experience is required.
• Two years of experience working in a contact center environment is strongly 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 represent those an employee must meet to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Sitting for Extended Periods: Contact center representatives often need to sit at a desk for long hours, sometimes the entire duration of their shift.
• Manual Dexterity: They should have good hand-eye coordination and be able to use a computer, including typing quickly and accurately and operating a telephone or headset.
• Visual and Auditory Acuity: Good vision (corrected if necessary) to read information on screens and good hearing (corrected if necessary) to understand customers over the phone are essential.
• Speech Clarity: Clear and understandable speech is important for effective communication with customers.
• Basic Physical Mobility: While the job is largely sedentary, representatives may need to move around the office or between workstations.
• Minimal Lifting: There might be a need to lift light objects, such as office supplies or documents.
• Stress Tolerance: The ability to handle stressful situations and maintain composure while dealing with potentially difficult customers.

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.

• Office Environment: The Contact Center is in a climate-controlled office setting with open floor plans, rows of desks or cubicles, and shared resources like printers and break rooms.
• Noise Levels: The environment can be noisy due to multiple conversations happening simultaneously. We use noise-canceling headsets to help mitigate this.
• Breaks: Structured breaks, including lunch breaks and shorter breaks as needed throughout the shift, are typically provided to help manage fatigue.
• Ergonomics: Workstations are designed with ergonomic considerations, including adjustable chairs, monitor stands, and keyboards to reduce strain and prevent repetitive stress injuries.
• Team Environment: While much of the work is done independently, there is often a team dynamic, with supervisors, team leads, and colleagues providing support and collaboration.

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.