Contact Center Representative

BankFund Credit Union is a full-service financial cooperative that has been serving its members since 1947. The Contact Center Representative role involves providing information on Credit Union products and services, performing account transactions, and resolving member inquiries through various communication channels while ensuring adherence to the Credit Union's service philosophy.ResponsibilitiesServes 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 needsOpens accounts and offers new products and services to both new and existing members to meet members’ financial needsActs as liaison between members and the Foreign Exchange Office and EFT wire transfer departmentCoordinates members’ foreign exchange transaction requests with EFT and the Foreign Exchange office to facilitate timely execution of such requestsIdentifies and represents accordingly, our member’s present and future requirements for financial services and related productsPerforms 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 checksBalances daily financial transactionsAssists 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-WireFacilitates resolution of member reported issues associated with these and all ancillary systemsMaintains 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 processingAble 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 policiesMaintains 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 systemsPerforms 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 servicesMaintains a working knowledge of IRA’s, DBA accounts and trust accountsMaintains member contact files by updating all necessary documentation and systems on a timely basisAssists Security with member-reported forgery, fraud and dispute casesProvides proper member guidance and initiates system activities for case management, including proper forms and is aware of account security red flagsSuccessfully participate in annual Information Security refresher trainingComply with the Information Security Policy, including the immediate reporting of unusual or suspicious activity to management and the Information Security OfficerFollow all procedures to protect company computers from viruses, and to maintain the security and confidentiality of Credit Union dataParticipate 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 DepartmentUndertake additional training specific to daily responsibilities and as required to ensure continued compliance with all applicable regulationsEnsure the Credit Union’s safe harbor protections as allowed by the BSAUnderstand 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 SARMaintain awareness of, and immediately report to the Compliance Officer, any unauthorized disclosure of a SAR, or unauthorized disclosure of information related to a SARUnderstand that failure to do so is a violation of federal law and may lead to both civil and criminal penalties for SAR disclosure violationsComplies with the Bank Secrecy Act and participates in BFSFCU’s mandatory compliance training programsDemonstrate commitment to the Credit Union’s Service PACT philosophyRelated duties as assigned by the Supervisor, Communications CenterSkillsAssociate's degree or equivalent combination of education and experienceTwo to three years of banking experience a plusOne to two years of relevant customer service experience a plusExcellent communication and interpersonal skills are requiredMust maintain total confidentiality in handling credit union interactionsCompletes work with little or no supervisionMust be available to work, as needed, any shift (including non-standard business hours) required by the Communications Center DepartmentAbility to work overtime as needed or requiredBenefitsMedical, dental, and vision insurance401(k) planLife insurance coverageDisability benefitsTuition assistance programPaid time offPaid parental leave benefitsAnnual incentive planCompany OverviewFounded in 1947 by World Bank and International Monetary Fund employees, the BankFund Credit Union is a full-service financial cooperative serving the World Bank Group (WBG) and the International Monetary Fund (IMF) community. It was founded in 1947, and is headquartered in Washington, District of Columbia, USA, with a workforce of 201-500 employees. Its website is https://bfsfcu.org/.



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