Supervisor, Communications Center

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 40% of the time but this is subject to change based on health and safety standards and operational needs.

Summary:

Supervises the administration and operations of the Communications Center. Assists in ensuring Service IMPACT standards are met and maintained. Supervises staff to achieve and exceed Center goals and growth objectives through motivation and effective coaching for performance. Serve as primary point of escalation for specialized or high-level member interactions. Performs the General Manager, Communications Center and Resource Team duties and responsibilities in their absence.

Responsibilities:

• Supervise the Communications Center Staff in accordance with the Communications Center Management 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, career path/promotions, performance improvement plans, salary recommendations, and terminations.
• Supports all management decisions and fulfills responsibilities in a professional manner while active as a role model for subordinates.
• Supervises staff in achieving their individual and team metric goals and sets an example in the area of needs-based sales for other staff members to follow.
• Physically monitors the Center floor on a regular and frequent basis, observing staff and sitting in on member interactions to coach staff accordingly.
• Engages with members as required via phone, email or any other communications methodology. Resolves member inquiries and complaints by serving as primary escalation point to resolve these issues, including any third party vendor escalations and queries. Resolves complex and routine phone call interactions and written member correspondence as needed.
• Demonstrate commitment to the Credit Union’s Service IMPACT philosophy.
• Advocates needs-based selling to meet member’s financial objectives. Identifies and refers sales opportunities to other departments, when appropriate. Responsible for directing sales initiatives in cooperation with the General Manager, Communications Center.
• Participates in outbound Relationship calling or any other marketing of business development activities.
• Uses effective judgment and appropriate communication skills when dealing with members to provide strikingly impressive service.
• Supports all activities to ensure that Service IMPACT standards are achieved and maintained and focuses on member retention and expansion.
• Responsible for daily operations to include staff schedules, phone, email, escalation queue management, security procedures, audit control, physical center maintenance, account and membership opening and closing, adherence to policies and procedures.
• Able to open and review all new accounts received through Communications Center channels and perform maintenance for online or mailed accounts and memberships. Guides associates and supervises the opening of accounts on a daily basis.
• Able to assist prospective, new and existing members in completing all essential documentation to ensure all new accounts are processed according to operational and regulatory requirements.
• Assists in ensuring Communications Center audits meet or exceed expectations.
• Maintains service metrics reports on a daily and monthly basis.
• Represents the Credit Union well within our Sponsoring Organizations. Acts and communicates in a manner that creates and maintains a positive work atmosphere with members, vendors, co-workers and management.
• 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.
• Works well with others across the organization to build positive partnerships. Maintains a professional, positive attitude at all times. Serves as a role model for employees.
• Performs other work-related duties as assigned by the GM, Communication Center.

Requirements

Minimum Qualifications or Knowledge, Skills and Abilities Required

• B.S. Degree in related field or an equivalent combination of education and experience.

Minimum Qualifications or Knowledge, Skills and Abilities Required

• With college degree: 2 years Call Center /Branch MSR or equivalent required.
• Without college degree: 3 years Call Center/Branch MSR or 1 year supervisory experience in a related field
• Thorough knowledge of the credit union industry.
• Ability to market and cross sell credit union products and services.
• Good understanding of laws and practices relating to supervising employees.
• Ability to deal effectively with members.
• Excellent verbal and written communications skills.
• Ability to effectively motivate and coach a diverse team
• Effective problem solving and decision making ability.
• Working knowledge of personal computer and office software.
• Ability to work flexible schedule as required.
• Ability to work in multiple locations as required.
• Ability to multi task.
• Ability to operate computer systems.
• Ability to spend a considerable amount of time standing and walking around the center and other locations as required.

For internal purposes, this position is graded as Exempt-10.

The anticipated annualized base salary range for this position is $79,000 to $99,000. 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.