Senior Crisis and Customer Communications Specialist

CompanyFederal Reserve Bank of Chicago

We are expanding our team to include a senior communications specialist who will lead our crisis communication strategy and support customer communications. This role consults with senior FRFS leaders on best-in-class protocols that support a strong customer experience. Must be able to work in a fast-paced, collaborative environment where you will leverage crisis communications and business continuity expertise to build a foundation of templates, r materials, playbooks and practice exercises to help FRFS respond quickly and appropriately when an incident arises.
The level of work required is considered advanced and staff must be able to work under minimal supervision. This position does not have direct reports.

About Us

We are an inclusive, innovative marketing team with responsibility for strategic brand management and integrated communications strategies for a range of Federal Reserve Financial Services payments products and services. We support the Federal Reserve System’s critical role in the economy of operating a nationwide electronic payments and information delivery network that has over 10,000 financial institution customers and transacts more than 70 million payments daily, valued at more than $4 trillion.

Your Responsibilities:

• Build, implement and manage the strategy that supports a strong crisis communications framework including communications templates, marketing playbooks and tabletop exercises.
• Maintain annual crisis preparedness plan, incorporating insights and enhancements to ensure the plan reacts to industry best practices and changes in FRFS.
• Track, measure and report on crisis communication protocols and customer feedback after service incidents.
• Manage external consultant responsible for FRFS reputational management activities including on-call issues support, tabletop exercises and/or communication templates. 
• Develop and implement comprehensive project plans and resource requirements to achieve objectives. 
• Collaborate with cross-functional teams to align with FRFS business continuity and incident management functions.
• Conduct all FRFS marketing business continuity activities including business impact analysis and business recovery program.
• Lead or support customer communication activities as assigned, including planning, development and execution.

Your Background:

• Bachelor’s degree in Marketing, Communications, Business or related field or equivalent experience
• Five or more years of relevant work experience building and managing a comprehensive crisis communications strategy or business continuity plan with external communications components.
• Experience evaluating business continuity protocols and effectively implementing enhancements to the strategy or plan.
• Strong written, oral and presentation communication skills including PowerPoint presentations to socialize strategy.
• Familiarity with understanding and responding to potential reputational risk
• A strong team player who thrives in a collaborative environment, with the ability to build relationships and positively influence decision making.

What we offer:

• Comprehensive benefits package includes medical, dental, vision, prescription drug coverage, 401k savings plan, retirement plan, paid time off, transit benefit, onsite gym and subsidized cafeteria
• A continuous learning environment with opportunities to gain new skills and grow your career

Additional Requirements:

• This is a hybrid position requiring a minimum of two days per week in office.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
• Candidates that live near one of our Reserve Bank locations will be provided some work from home flexibility. Rules for hybrid work arrangements differs from Bank to Bank and should be discussed during the interview process.
• This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take approximately two months to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
• As a condition of employment, Federal Reserve Bank of Chicago employees must comply with the Bank’s ethics rules, which generally prohibit employees, their spouses/domestic partners, and minor children from owning securities, such as stock, of banks or savings associations or their affiliates, such as bank holding companies and savings and loan holding companies. If you or your spouse/domestic partner or minor child own such securities and would not be willing or able to divest them if you accepted an offer of Bank employment, you should raise this issue with the recruiter for this posting, who can provide you contact information for our ethics official if necessary.

The expected starting salary range for this position is between $122,000 and $144,300 annually in addition to annual performance-based discretionary bonuses. Final salary and offer are determined by the applicant’s relevant experience, skills, internal equity, and geographic and other market data.

The Chicago Fed offers benefits to support overall health and financial security. Learn more about our benefits here: https://www.chicagofed.org/careers/thebenefits

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status.

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job CategorySales/Marketing

Work ShiftFirst (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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