Job Description

POSITION SUMMARY

The Manager of Communication Services supports the AVP of Communications by managing the day-to-day services provided by the Communications team. They are responsible for coordinating and developing services for credit unions who wish to communicate with their members by aligning services and resources throughout the team. This includes managing daily automated programs, campaigns, and overseeing product development. 

The Manager leads communication efforts and ensures client satisfaction through coordinating marketing policies and programs. They ensure the team is pushing projects and client onboardings along and setting a standard for procedures and documentation needed. They also create, implement, and oversee communication programs that effectively describe and promote the organization and its products both internally and externally. They also assist with product/service delivery, implementation of services and coordination of contracts and/or exhibits pertaining to services. 

ESSENTIAL JOB FUNCTIONS:

• Responsible for managing the day-to-day team operations for corresponding departments to ensure overall performance meets company objectives including but not limited to coaching, mentoring, developing, hiring, firing, disciplining, motivating, performance reviews, training, goal setting, payroll processing, staff budgeting, and other HR administrative tasks.
• Develop communications strategies and lead generation for credit unions using a variety of channels.
• Coordinate team marketing activities based on analysis of Leading Indicators, Zendesk usage, email performance reporting, and all other reporting required to ensure quality of service and execution of expected services.
• Lead and track all sales efforts for Xtend and the to ensure the profitability or all products lines and services.
• Develop current products managed by the Communications team.
• Lead the sales effort of Xtend products in the cuasterisk.com marketplace.
• Develop communications strategy to inform clients of Xtend requirements and resources. 
• Develop expert knowledge on electronic communications platforms and training team and clients on tools and software utilized by Xtend.
• Ensure products and procedures are well documented and updated.
• Assist CEO & AVP of Communications in the development of yearly business and marketing plan and carry out necessary execution related to the plan.
• Assist with the budgeting and planning of communications department and initiatives. execute new business contracts and agreements with vendors or distributors for Xtend business units.
• Assist CEO & AVP of Communications in coordination on monthly Xtend billing activities. Conduct quarterly audits of credit unions on CU*BASE credit union software and add or remove credit unions from CU*BASE as needed.
• Act as first point of contact for enquires from clients, giving and sending information as required. Actively encourage, collect, and collate feedback and data for overall program services.
• Prepare and present reports on activities, development, and efficacy of services to the CEO and management team and the Communications team at regular intervals.
• Other duties as assigned. 

JOB QUALIFICATIONS:

• Bachelor’s degree in business or marketing related field or equivalent work experience is required.
• Equivalent work experience is equal to 3-4 years of experience working for Xtend or a financial institution or equivalent. 
• 1-2 years management experience is required.
• Demonstrated experience and skill in leading and developing people or business lines is required.
• Understanding of the credit union and/or CUSO industry is preferred.
• Understanding of the privacy and security related to the position and the business units of Xtend and CU*Answers is required.
• Prior sales experience, preferably in a bank or credit union environment is preferred.
• Experience in a Call Center and/or communications environments both B2B and B2C is required.
• Strong negotiation, problem solving, and analytical skills are required.
• Strong organizational skills and attention to detail is required. 
• Understanding of regulations regarding compliance and financial privacy including Telemarketing Rule and GLB.
• Proficient in standard office software applications (MS Office).
• Ability to meet departmental standards regarding security, quality, efficiency, initiative, teamwork and overall performance.
• Excellent verbal and written communication skills. 
• Ability to use sound judgment discretion when dealing with confidential and sensitive information.
• Ability to compose single correspondence or other materials as directed.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES:

Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. 

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships. 

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

Notice

This job description is not intended to be, nor should be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be. 

Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer.  

CU*Answers offers a wide array of career opportunities ranging from software development to customer service roles. With our employee development initiatives, we focus on our employees finding a career, not just a job. CU*Answers has a proven track record of developing staff members and promoting from within. If you are ready to join a team built on the principles embedded throughout the credit union industry, check out our career opportunities today!

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