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Manages the operations of the inbound contact center to ensure operational effectiveness and a high-quality member experience. Oversees staff training, leadership development, and the processing of consumer loan products while ensuring regulatory compliance.
Requirements
Requires a Bachelor's degree in a related field or equivalent financial institution experience. A minimum of three years of supervisory experience is required, with five years strongly preferred.
Full job description
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.
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 is strongly preferred.
Targeted Salary Range- $72,400- $92,300
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 must be met by an employee 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. While performing the duties of this job, the employee is frequently required to sit, use hands, including fingers, 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 represent 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 performed in a climate-controlled office environment where the noise level is typically quiet to moderate.
This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.
Improve members' lives by helping them save, borrow, and spend wisely.
Industry
Financial Services
Company size
501-1,000 employees
Founded
1936
Headquarters
Newport News, VA
LinkedIn followers
6,737
Langley Federal Credit Union is one of the 100 largest credit unions in the United States. Based in Hampton Roads, Virginia, Langley has branches in Hampton, Newport News, Williamsburg, Chesapeake, Isle of Wight, Norfolk, Suffolk, and Virginia Beach which offer some of the best rates on certificates (CDs), checking accounts, savings accounts, auto loans, personal loans, home equity loans, mortgages, IRAs, auto insurance, homeowner’s insurance, and investment services. Federally insured by NCUA. Equal Housing Lender.
In addition, members can make ATM transactions through a network of approximately 55,000 surcharge-free ATMs in the Allpoint network. Langley FCU partners with a number of charitable organizations, and has an incorporated charitable foundation; the Langley for Families Foundation.
Each day, over 500 Langley employees arrive at work with a purpose – to make our Vision a reality for our members – to help them Save, Borrow, and Spend Wisely.
We do this by following our guiding principles called “The Langley Experience”.
Make it Easy.
Make a Difference.
Do the Right Thing.
Our culture is built on empowerment, teamwork, community, and professional development. See what Langley Federal Credit Union has to offer you!
To see our current job postings, visit: www.langleyfcu.org/careers/
Offices: P.O. Box 120128, Newport News, VA 23612, US · 409 Aberdeen Road, Hampton, VA 23661, US · 2600 Taylor Rd, Chesapeake, Virginia 23321, US · 1055 W Mercury Blvd, Hampton, Virginia, US · 12644 Jefferson Ave, Newport News, Virginia, US
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How much do Finance & Accounting jobs in Virginia pay?
Based on 3231 listings with disclosed salaries, most finance & accounting jobs in Virginia pay between $66k–$200k per year. Individual offers vary with seniority, company size, and specialization.
How many Finance & Accounting jobs are open in Virginia right now?
There are currently 4,821 open finance & accounting positions in Virginia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Finance & Accounting roles in Virginia?
Companies currently hiring include Capital One, Truist, MicroStrategy (now Strategy - Old Page), Amazon, CoStar Group, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Finance & Accounting jobs in Virginia?
Yes — 1455 of the 4821 open finance & accounting positions offer remote or hybrid work (571 remote, 884 hybrid).
How do I apply for Finance & Accounting jobs in Virginia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.