Member Services Representative
About Us: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 and Farragut North metro stations.Summary:The Member Services Representative position provides in-person service to members, including opening accounts, performing account transactions, providing information on products and services, resolving account problems, providing ancillary services and recommending appropriate products and services.Runs a teller window or assists in branch settlement, as needed.Responsibilities:Opens new accounts and/or new services, assisting members in completing and signing the necessary documents to open new accounts or related products. Receives initial deposit and ensures new accounts are properly processed. Operates within accuracy, policy and procedural guidelines. Develops proficiency in tasks related to branch operations and participates in branch meetings. Resolves routine problems for members pertaining to products and services provided by the Credit Union. Serves as a liaison between the member and the Credit Union, ensuring members are served in a timely and complete manner. Collects pertinent data, finds out the answers and reports findings to the inquiring party. Refers members to a supervisor, manager or director if unable to solve the problem or provided requested information.Achieves individual sales goals and sets an example in the area of sales for the Account service Representatives to follow. Creates and maintains a Sales PACT Culture by cross-selling to enhance and secure customer relationships. Uses needs-based selling to meet members' financial objectives and refers sales opportunities to other departments, when appropriate.Summarizes and documents all member interactions in the Customer Relationship Management (CRM) system and handles all documents in accordance with Credit Union procedures.Issues new plastic cards to members following all procedures for each type of card. Initiates investigation of lost/stolen ATM, credit, or check card from members and refers to appropriate department for completion.Must ensure all BSA training is updated and in compliance with all NCUA regulations.On a rotational or as needed basis, serves as the initial point of contact on the Branch Information Desk, assisting members and/or directing them to other individuals, as appropriate.Participates in outbound Relationship Calling and identifies and refers sales opportunities to other departments, when appropriate. Assists with branch promotions. Maintains supplies and promotional materials, ensuring display racks are adequately stocked with the most current brochures, bulletins and newsletters. Participates in branch meetings.Provides notary services and directs members to authorized staff for signature guarantee.Generates letters and miscellaneous communications as needed. 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.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.Adheres to Service PACT philosophy and standards, including standing while serving members at the Information and or Resource Center or by walking the branch floor.Runs a teller window or assists with branch settlements, as requested.Performs other work-related duties as assigned by the Manager and or Assistant Branch Manager.RequirementsMinimum Qualifications or Knowledge, Skills and Abilities Required Education: College Degree in related field or equivalent combination of Education and Experience and or sales experience preferred.Without college degree: one year teller experience or 2 years customer service/sales. Additional Managerial Qualifications: Strong problem solving abilities with the ability to think independently. Excellent Customer Service and Communications SkillsAptitude for working with numbersProblem solving abilityBasic knowledge of personal computers and related office software.Ability to work flexible schedule as required.For internal purposes, this position is graded as NE-6.