Lead, Communications Center & Member Experience

BankFund Credit Union; Washington (District of Columbia); Hybrid; USD 79,000 - 99,000; Full time

Benefits offered by this job

Medical

Dental

Vision Insurance

401(k)

Life Insurance

Disability Benefits

Tuition Assistance

Paid Time Off

Paid Parental Leave

Job summary

BankFund Credit Union in Washington, DC seeks a Supervising Manager for the Communications Center. This hybrid role combines on-site leadership with remote coordination to maintain service standards and drive growth. You will coach staff, handle escalations, and ensure operational compliance across channels.

The role emphasizes needs-based selling, cross-department referrals, and performance metrics to meet center goals. Training will occur on-site, with ongoing on-site requirements as needed.

Qualifications

• B.S. degree or equivalent experience in a related field.
• 2 years Call Center/Branch MSR or equivalent with degree; 3 years without degree.

Responsibilities

• Supervise the Communications Center staff and related operations.
• Escalate complex member interactions as primary point of contact.
• Motivate staff, coach performance, and manage schedules and audits.
• Ensure Service IMPACT standards and sales initiatives align with goals.
• Engage with members via phone, email, and other channels; maintain metrics.

Skills

Verbal & written communication

People leadership

Coaching

Customer service

Time management

Education

B.S. degree in related field

Equivalent education/experience

Tools

Microsoft Office

Job description

BankFund Credit Union in Washington, DC seeks a Supervising Manager for the Communications Center. This hybrid role combines on-site leadership with remote coordination to maintain service standards and drive growth. You will coach staff, handle escalations, and ensure operational compliance across channels.

The role emphasizes needs-based selling, cross-department referrals, and performance metrics to meet center goals. Training will occur on-site, with ongoing on-site requirements as needed.