General Manager of Communications Center
Bank-Fund Staff Federal Credit Union - Washington, District of Columbia, us, 20022
Work at Bank-Fund Staff Federal Credit Union
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BankFund Credit Union General Manager of Communications Center
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BankFund Credit Union Get AI-powered advice on this job and more exclusive features. 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 a minimum of 40% of the time but this is subject to change based on health and safety standards and operational need. Description
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 a minimum of 40% of the time but this is subject to change based on health and safety standards and operational need.
About The Job
Responsible for shaping the future of a Communications Center operation, being committed to delivering an exceptional service experience through a variety of member contact channels which include Phone, Email, Web/Live Chat, Video, Social, Correspondence. In this role will lead the Credit Union’s internal and external contact centers ensuring an outstanding service delivery at every touch point
Serves as a member of the Credit Union’s management team to develop overall policies, programs, objectives, and goals for the Communications Center. Liaises with other members of management to achieve corporate goals and to ensure they are fully informed of operational objectives and achievements for the Communications Center. Deliver cost efficiencies and increased in Member Satisfaction Scores. Enhance the quality of member interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions. Manage the day-to-day performance of the Communication Center to deliver exceptional service, meeting or exceeding all KPIs and staying within budget. Analyzes current business work flows and productivity/efficiency results in order to make process improvements. Develops strategies to meet or exceed performance standards for our member base. Works with other departments to improve Credit Union processes to drive revenue, gain efficiencies, and maximize effectiveness. 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 Executive Management. Set the strategy for the development of the Communication Center, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of member service. Works with the Director of Operations to establish performance goals for the Communications Center and strategies on how to achieve those goals. Works with the Director of Operations to prepare annual budget request. Monitors monthly income and expenses for individual cost centers within the Communications Center on variances as needed. Act as the Voice of the Member, championing change and improvements across the member experience, drive change and influence future change/projects to support and achieve improvements in the member experience. Lead, inspire and coordinate the Communication Center management team at all levels to create motivated and engaged colleagues. Responsible for the end-to-end member contact processes and the associated member experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints. Works closely with HR and Training for the recruitment, training, induction and coaching strategy across the Communication Center and outsourced contact center. Taking responsibility for the ongoing development all levels of Communication Center colleagues. Review and clearly define all Communication Center roles and required shifts. Lead an effective resource planning team, ensuring that Credit Union resources are fully utilized, and all member contact demand is effectively covered. Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight. Develop plans and offer insight and knowledge to the Director of Operations on the use of new tools and technologies; Telephony, CRM and Work Force Management to create a cost-effective operation consistently achieving contact handling SLAs. Conducts periodic performance evaluations of direct reports and recommends appropriate salary adjustments. Interviews new applicants and makes recommendations regarding hiring, disciplining, transferring, terminating, and/or compensating of departmental staff. Maintains a thorough knowledge of the Credit Union’s operations, products and services. Deals directly with members in handling complaints, when necessary, and provides continuous managerial support. Possesses an up-to-date awareness and knowledge of industry and U.S. government regulations and requirements sufficient to manage and oversee departmental compliance on privacy, Bank Secrecy Act, etc. Acts as assigned in connection with the BFSFCU Business Recovery Plans. Performs and maintains consistent oversight for all vendor relationships as related to Communications Center operations, including but not limited to the overflow call center contract. Seeks opportunities to enhance service through innovation and industry best practices. 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. Maintains a professional, positive attitude always. Serves as a role model for employees. Undertakes other work-related duties as assigned by the Director of Operations.
For internal purposes, this position is graded as Exempt - 15.
The anticipated annualized base salary range for this position is $153,000 to $191,000. 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.
Requirements
Minimum Qualifications or Knowledge, Skills and Abilities Required
B.S. Degree in related field or an equivalent combination of education and experience.
Job Specifications: Education, Experience, and knowledge/abilities required for competent performance in the job:
8 to 10 years of banking and management experience. Credit Union experience preferred. A strong and proven commitment to BFSFCU’s service philosophy. Strong problem solving abilities with the ability to think independently.
Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
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