Manager, Communications Center

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 needs.

Summary:

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 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 Communication 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 servicing member escalations.

Operational

• Provides oversight and monitors the CRM and phone system. Manages Digital Correspondence performance and quality via Secure Messages, live chat, Chatbot, voice and audio calls. Closely monitor SLAs, containment rates, staff responses and survey performance, communicating trends and process improvements to senior leadership.
• 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.