Contact Center Representative

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 need.

Summary:    

Provides information on Credit Union products and services, performs account transactions, and resolves account inquiries and issues for members via the telephone, mail, e-mail, fax, and other web-based communications in a professional and confidential manner while upholding the Credit Unions’ service PACT philosophy. Provides back-up support on all Communications Center shifts and Fulfillment Queues.

Responsibilities: 

• Serves as a primary member contact for issues concerning Credit Union products and services, transactions, maintains a working understanding of Credit Union products, services, policies and procedures in order to effectively assist members by phone and replies to member inquiries  in a skilled manner using mail, e-mail, fax, or other web-based communications to facilitate members’ banking needs.
• Opens accounts and offers new products and services to both new and existing members to meet members’ financial needs.
• Acts as liaison between members and the Foreign Exchange Office and EFT wire transfer department.  Coordinates members’ foreign exchange transaction requests with EFT and the Foreign Exchange office to facilitate timely execution of such requests.  
• Identifies and represents accordingly, our member’s present and future requirements for financial services and related products.
• Performs proper member authentication and completes processing for all transactions, such as deposits, withdrawals, payments, transfers, wire transfer inquiries / follow ups / recalls / investigations, online emulation, stop payments and cashier’s checks. Balances daily financial transactions. 
• Assists members with the use of the Audio Response and E-Services, such as but not limited to, Online Banking, Billpayer, E-Transfer, Popmoney, and E-Wire. Facilitates resolution of member reported issues associated with these and all ancillary systems.
• Maintains a thorough understanding of the ATM Network functionality, Shared Branch Network, and Card Services in order to assist members with related problems and to process reported  lost/stolen ATM and Debit Cards; able to block the usage of such cards on the ancillary system(s).
• Maintains a basic understanding of loan servicing functionality in order to assist members with related questions and current consumer loan and credit card payment processing
• Able to instant issue new debit cards for members, following proper issuance and delivery procedures for both internal Credit Union policies and according to Visa regulated policies. 
• Maintains a working knowledge of all ancillary systems required for job performance, including but not limited to the OSI DNA Core, DNA Contact, E-funds, Relationship Manager, Cash Edge and Partner Care systems.
• Performs account maintenance as required, including but not limited to: stop payment requests, check copy requests, account statement copy requests, and transaction history requests and appropriately charges the respective fees for these services.
• Maintains a working knowledge of IRA’s, DBA accounts and trust accounts.
• Maintains member contact files by updating all necessary documentation and systems on a timely basis.  
• Assists Security with member-reported forgery, fraud and dispute cases.  Provides proper member guidance and initiates system activities for case management, including proper forms and is aware of account security red flags. 
•  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.
• 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.
• Complies with the Bank Secrecy Act and participates in BFSFCU’s mandatory compliance training programs.
• Demonstrate commitment to the Credit Union’s Service PACT philosophy.
• Related duties as assigned by the Supervisor, Communications Center.

Requirements

Minimum Qualifications or Knowledge, Skills and Abilities Required 

• Associate's degree or equivalent combination of education and experience
• Two to three years of banking experience a plus
• One to two years of relevant customer service experience a plus

Additional Qualifications:

• Excellent communication and interpersonal skills are required 
• Must maintain total confidentiality in handling credit union interactions
• Completes work with little or no supervision
• Must be available to work, as needed, any shift (including non-standard business hours) required by the Communications Center Department 
• Ability to work overtime as needed or required

For internal purposes, this position is graded as NE-6. 

The anticipated annualized base salary range for this position is $50,000 to $62,000. 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.