Manager, Communications Center and Resource Team

2 weeks ago

Washington, United States Bank-Fund Staff FCU Full time
About BankFund:

BankFund Credit Union is a full-service financial cooperative that was organized and chartered in 1947 as a convenient place for employees of the World Bank Group and International Monetary Fund and their families to save and to obtain credit. Located in Washington, DC, BankFund maintains three full-service branches downtown with our headquarters located near Farragut West metro station. This position is classified as a hybrid role which means that on-site work will be expected. After completion of training for the role, staff generally work on site 40% of the time but this is subject to change based on health and safety standards and operational need.

Summary:

Responsible for managing and overseeing the daily operations of the Communications Center, including management, oversight, and supervision of direct reports and technical systems. Manages Supervisors, Resource Team, and Communications Center Associates, who serve as product and service experts to all Member Relations staff. Ensures back-up and support of Communications Center Primary Functions and Operations. Assists General Manager in the strategic mission and vision of the Communications Center and Credit Union as a whole. Serve as primary point of escalation for specialized or high-level member interactions. Performs all Communications Center leadership duties and responsibilities in their absence.

Responsibilities:

Leadership
  • Provides mentorship to the Supervisors, Specialized Personnel and Communications Center staff in accordance with operational directives. These directive functions include (but are not limited to) staffing, performance appraisals, training, one on one coaching, team meetings, rewards and recognition programs, employee retention and engagement, career path/promotions, performance improvement plans, salary recommendations, and terminations.
  • Supports business strategies and efforts by taking on an active role within projects and providing constructive input and feedback.
  • Overseas the leadership team in achieving their individual and team metric goals and sets an example for other staff members to follow.
  • Manages staff and ensures the timely and accurate oversight of servicing our members. Promotes independence and trust in direct reports to enhance the delivery of superior service to the membership.
  • Conducts performance evaluations of direct reports and provides regular coaching and career development both formally and informally.
  • Works with the executive team on managing servicing member escalations.
Operational
  • Provides oversight and monitors the CRM and phone system. Manages phone queue performance, IVR functionality and Work Force Management. Closely monitor SLAs, staff responses and survey performance, communicating trends and process improvements to senior leadership.
  • Manages a specialized team who assists in providing expedited resolutions to escalated member issues for all Member Relations Staff.
  • Drives member satisfaction through management of a survey application. Assists in ensuring Service standards are met through member outreach, coaching, and developing staff.
  • Contributes to the growth of the credit union by monitoring, reporting, and communicating digital adoption and production goals to include member usage, satisfaction, and engagement to determine success of each product, service, and channel usage penetration, identifies trends and implements behaviors and/or processes necessary to ensure achievement. Propose opportunities for new digital services and define concepts for those opportunities with a member-centric focus.
  • Monitors the Communications Center staff and supervisors for quick assistance.
  • Assists in managing vendor relationships including ongoing communication, incident escalation and resolution regarding SLA guidelines. Recommends improvements based upon product testing, member feedback, analytical conclusions and understanding of the business. Assists in maintaining up to date scripting and training materials, as well as daily and monthly summary reporting for overflow call center and other vendors as appropriate.
  • Works closely with Staff Development, IT, and other Credit Union areas to identify and track reoccurring issues and to identify potential process improvements, focused training opportunities, beneficial system enhancements, improvements to procedure documentation, and improved interdepartmental coordination. Identifies training needs of all Communications Center staff and assists with facilitating training on specialized topics related to department.
  • Engage with members as required via phone, Secure Message, or any other communications methodology. Resolves complex and routine phone call interactions and written member correspondence as needed.
  • Participate in annual Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) training and demonstrate knowledge and understanding of the BSA and OFAC, including the immediate reporting of unusual or suspicious activity to the Risk Management Department. Undertake additional training specific to daily responsibilities and as required to ensure continued compliance with all applicable regulations.
  • Ensure the Credit Union's safe harbor protections as allowed by the BSA. Understand that if confronted with knowledge of existence of a Suspicious Activity Report (SAR), an obligation exists to preserve the confidentiality of that SAR, as well as any information that may reveal the existence of a SAR. Maintain awareness of, and immediately report to the Compliance Officer, any unauthorized disclosure of a SAR, or unauthorized disclosure of information related to a SAR. Understand that failure to do so is a violation of federal law and may lead to both civil and criminal penalties for SAR disclosure violations.
  • Successfully participate in annual Information Security refresher training. Comply with the Information Security Policy, including the immediate reporting of unusual or suspicious activity to management and the Information Security Officer. Follow all procedures to protect company computers from viruses, and to maintain the security and confidentiality of Credit Union data.
  • Keeps senior management apprised of member demands, reactions to service, and feedback on current and future banking needs. Produces such statistical or financial reports as may be required or requested by the General Manager or senior leadership.
  • Performs other work-related duties as assigned by the GM, Communication Center, and Senior Leadership.
Requirements

Job Specifications: Education, Experience, and knowledge/abilities required for competent performance in the job:

Minimum Qualifications or Knowledge, Skills and Abilities Required
  • B.S. Degree in related field or an equivalent combination of education and experience.
Professional Qualifications:
  • 2 years of supervisory or team lead experience required.
  • Proficient PC experience using MS Office products (Word, Excel, Outlook); and working knowledge of financial services industry core processing and automated banking systems, i.e., Fiserv or equivalent; with the ability to learn and adapt to new technologies quickly.
  • Strong commitment to the IMPACT Philosophy (Innovative, Membership, Proactive, Accountable, Connected & Trustworthy)
  • Four years previous financial institution experience required
Additional Requirements:
  • Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner
  • Exhibits professional and effective listening, verbal, written and presentation communication skills (group meetings, correspondence, reports and email), with the ability to read, write, speak and understand English well to all levels of the organization and members
  • Solid leadership skills to motivate and develop a strong work team
  • Strong analytical reasoning, problem-solving, attention to detail, organizational, data review and time management skills, with the ability to accurately manage multiple assignments, goals, reporting requests and staffing schedules, ensuring priorities are set and commitments and deadlines are met, with minimal direction and supervision
  • Strong working knowledge of bank accounting practices including the understanding of debit/credit relationships; math skills to calculate interest, balance accounts and locate routine mathematical errors
  • Demonstrated ability to quickly focus on key issues, learn and make decisions under pressure of time constraints
  • Ability to thrive in a demanding environment where volume, efficiency and accuracy are critical


For internal purposes, this position is graded as Exempt-13.

The anticipated annualized base salary range for this position is $111,000 to $139,000. Final base salary for this role will be based on the individual's job-related experience, skillset, training, certifications and market demands. The benefits available for this full-time position include but are not limited to: medical, dental, and vision insurance, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and paid time off, including paid parental leave benefits. In addition to base compensation salary, this role position is eligible for an annual incentive plan.

  • Manager, Communications Center and Resource Team

    2 weeks ago

    Washington, United States Bank-Fund Staff Federal Credit Union Full time

    Responsible for managing and overseeing the daily operations of the Communications Center, including management, oversight, and supervision of direct reports and technical systems. Manages Supervisors, Resource Team, and Communications Center Associa Communications, Communication, Manager, Operations, Training, Management, Business Services

  • Manager, Communications Center

    2 weeks ago

    Washington, United States Bank-Fund Staff Federal Credit Union Full time

    Responsible for managing and overseeing the daily operations of the Communications Center, including management, oversight, and supervision of direct reports and technical systems. Oversees Supervisors and Communications Center Associates, who serve Communications, Communication, Manager, Operations, Training, Leadership, Business Services

  • Manager, Communications Center

    2 weeks ago

    Washington, United States Bank-Fund Staff Federal Credit Union Full time

    Responsible for managing and overseeing the daily operations of the Communications Center, including management, oversight, and supervision of direct reports and technical systems. Oversees Supervisors and Communications Center Associates, who serve Communications, Communication, Manager, Operations, Training, Leadership, Business Services

  • Communications Manager

    2 weeks ago

    Washington, United States Washington Center for Equitable Growth Full time

    Summary: The Washington Center for Equitable Growth is actively committed to promoting and maintaining the importance of diversity to its work. We encourage everyone across the spectrums of race, ethnicity, nationality, ability, age, gender identity and expression, educational background, sexual orientation, and religion to apply. This is a bargaining unit...

  • Community Resource Liaison

    2 weeks ago

    Washington, United States Habitat America Full time

    About the RoleWe are seeking a highly motivated Community Resource Liaison to join our team at Habitat America. In this dynamic role, you will play a key part in ensuring the stability and well-being of our residents by connecting them with vital community resources.

  • W2 Communications | Digital Marketing Manager | washington

    4 weeks ago

    washington, United States W2 Communications Full time

    The Digital Marketing Manager will be responsible for supporting W2 Communications’ integrated marketing clients with end-to-end demand generation/creation campaigns, paid social, SEO/SEM and digital advertising (CPC, Google Search/Display/Video, etc.), to strengthen our clients’ inbound and outbound marketing programs. An analytical, self-motivated and...

  • Strategic Resources Director

    1 week ago

    Washington, United States Bipartisan Policy Center Full time

    The Bipartisan Policy Center (BPC) is a leading nonprofit organization driving principled solutions through rigorous analysis and respectful dialogue. Founded in 2007, the organization helps turn legislators' best ideas into passable laws.As Strategic Resources Director, you will drive conversations with leadership and directors regarding day-to-day business...

  • Human Resources Manager Assistant

    2 weeks ago

    Washington, United States Ideal Option and Ideal Balance Full time

    We are seeking an experienced HR Coordinator to join our team at Ideal Option and Ideal Balance. As an HR Coordinator, you will be responsible for providing support to the HR team, administering the employee exit process, and ensuring data accuracy within Paylocity.The ideal candidate will have experience working in HR for an organization with at least 500...

  • Human Resources Manager

    1 week ago

    Washington, DC, United States Hornblower Cruises and Events Full time

    City Experiences is seeking a Human Resources Manager for our Human Resources operations in the following Cities: Boston, Chicago, Mid-Atlantic, and NYC About You: This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System. About the Opportunity: The Human Resources Manager (HRM) will lead employee retention efforts,...

  • Nurse Clinical Resource Management Supervisor

    4 weeks ago

    Washington, United States Children's National Hospital Full time

    ABOUT THE HSC HEALTH CARE SYSTEM The HSC Health Care System is a nonprofit organization combining the resources of a care coordination plan; (Health Services for Children with Special Needs, Inc.), pediatric specialty hospital (The HSC Pediatric Center), home health agency (HSC Home Care, LLC), and parent foundation (The HSC Foundation) to offer a...

  • Strategic Media Communications Expert

    1 week ago

    Washington, United States DCG Communications Full time

    Job SummaryWe are seeking an experienced Strategic Media Communications Expert to join our team at DCG Communications. This role involves leading and managing all media outreach and communications strategies to enhance the agency's public image and ensure accurate dissemination of key information.About the RoleAs a Senior Media Relations Specialist, you will...

  • Human Resources Manager

    2 months ago

    Washington, United States Camfil USA Air Filtration Company Full time

    HR Manager – Washington, NCCAMFIL – A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONSFor more than half a century, Camfil has been helping people breathe cleaner air. As a leading manufacturer of premium clean air solutions, we provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment...

  • Human Resources Manager

    2 months ago

    washington, United States Camfil USA Air Filtration Company Full time

    HR Manager – Washington, NCCAMFIL – A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONSFor more than half a century, Camfil has been helping people breathe cleaner air. As a leading manufacturer of premium clean air solutions, we provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment...

  • Human Resources Manager

    2 months ago

    washington, United States Camfil USA Air Filtration Company Full time

    HR Manager – Washington, NCCAMFIL – A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONSFor more than half a century, Camfil has been helping people breathe cleaner air. As a leading manufacturer of premium clean air solutions, we provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment...

  • Communications Center Representative

    2 weeks ago

    Washington, Washington, D.C., United States TEKsystems Full time

    About the RoleThis Communications Center Representative position at TEKsystems is an exciting opportunity for customer-focused professionals to join our team in Washington, DC. The ideal candidate will possess excellent communication skills and experience working in a fast-paced environment.Responsibilities:Operate a switchboard system, handling multiple...

  • Nurse Clinical Resource Management Supervisor

    4 weeks ago

    Washington, United States Children's National Hospital Full time

    e Supervisor, Clinical Resource Management is responsible for the leadership and day-to-day operations of the Collaborative Services team members at the Pediatric Center. This position reports to the CN Director of Integrated Care Management with matrix reporting to the Director of Patient Care Services. All nursing practice is based on the legal scope of...

  • Communications Associate

    6 months ago

    Washington, United States Rights and Resources Initiative Full time

    The Rights and Resources Initiative (RRI) is a global coalition of over 150 organizations dedicated to advancing the forest, land, and resource rights of Indigenous Peoples, local communities, Afro-descendant Peoples, and in particular the women within these groups. RRI’s members capitalize on each other’s strengths, expertise, and geographic reach to...

  • Altec Resource Group | Quality Assurance Manager | washington

    2 weeks ago

    washington, United States Altec Resource Group Full time

    About the Company - We’re going places, hop on board. Our value is in our employees – smart, passionate, and fun people. Grow with us! As a growing business, every employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. We...

  • Dynamic Communications Strategist for Federal Agencies

    2 weeks ago

    Washington, United States DCG Communications Full time

    About the RoleWe are seeking a seasoned communications professional to serve as a Senior Media Relations Specialist, supporting the Department of Homeland Security's Office of Public Affairs (OPA). As part of our team at DCG Communications, you will lead and manage all media outreach and communications strategies to enhance the agency's public image and...

  • Administrative Assistant

    5 days ago

    Washington, United States Analytical Resource Laboratories LLC Full time

    This is an excellent position for those who wish to seek a permanent position with the potential for growth, learning, and development in a niche third-party laboratory industry. ARL is looking for a highly motivated, meticulous, and tech-savvy team player with excellent communication and organizational skills to join our amazing Sample Management Team. The...