Communications Center Team Lead

Expiring today

Washington, DC
Jul 28, 2022
Aug 08, 2022
Full Time
About BFSFCU:Bank-Fund Staff Federal Credit Union (BFSFCU) 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, BFSFCU maintains three full-service branches in downtown as well as a full-service Lending Center near Farragut West metro station.The Communications Center Team Lead 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. This role also provides back-up support to the Communications Center supervisors, Resource Team and E-Branch Administrator.Requirements Works in conjunction with supervisors to support and assist Communications Center staff with daily operational training.Serves as staff escalation point for challenging member interactions.Serves as additional supervisory level escalation point for overflow call center agent calls.Identifies needs-based selling opportunities and presents features and benefits clearly, concisely and with confidence.Maintains a working understanding of Credit Union products, services, policies, and procedures (including CIP) in order to effectively assist members verbally and in writing.Serves as a primary member contact for issues concerning Credit Union products and services, transactions, and problem resolution via the telephone. Corresponds with members in a skilled manner using mail, e-mail, fax, or other web-based communications to facilitate members' banking needs. Maintains a working knowledge of all Communications Center ancillary systems, including but not limited to: Cash Edge, Relationship Manager, Evolve, E-Funds and Partner Care systems.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 transfers. Coordinates members' foreign exchange transaction requests with the Foreign Exchange office to facilitate timely execution of such requests.Performs all transactions, such as loan disbursements, deposits, withdrawals, transfers, wire transfers (inquiries / follow ups / recalls / investigations / reoccurring tickler maintenance), address changes, and loan payments. Balances financial transactions daily and maintains member contact files by updating all necessary documentation and systems on a timely basis.Maintains a thorough understanding of the ATM, Shared Branch and Debit Card network in order to assist members with related problems and to process lost/stolen ATM and Debit Card reports on the Credit Union online computer system and block the usage of such cards on the ATM and Check Card processors online system, instant issues new Debit cards for members, as appropriate.Enters stop payment requests into the online system; completes check copy, account statement copy, and transaction history requests; and charges the respective fees for these services.Maintains a comprehensive knowledge of opening and closing of business DBA and trust accounts.Assists Security and performs follow-up as needed on member-reported forgery and fraud cases. Complies with the Bank Secrecy Act and participates in BFSFCU's mandatory compliance training programs.Related duties as assigned by the Supervisor, Communications Center.Minimum Qualifications or Knowledge, Skills and Abilities RequiredMinimum two years of banking experienceAssociates Degree or equivalent combination of education and experienceExperience as a teller or call center experience preferred or equivalent BFSFCU experienceProficiency in all ancillary systems, including but not limited to Billpayer, Cash Edge, E-Funds,Proven excellence in all Engaged Service principlesMust maintain total confidentiality in handling credit union interactionsCompletes all work assignments and meets or exceeds expectations with little or no supervisionFor internal purposes this position is graded NE-8