Communications Center Team Lead
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 downtown as well as a full-service Lending Center near Farragut West metro station.
Summary:
Provides information on Credit Union products and services, performs account transactions, and resolves account problems 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' engaged service philosophy.
Supports supervisor as team lead in assisting Communications Center staff with operational on the spot instruction and challenging member interactions.
Provides back-up support to the Communications Center supervisors, Resource Team and E-Branch Administrator.
Responsibilities:
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.
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.
RequirementsMinimum Qualifications or Knowledge, Skills and Abilities Required Associates Degree or equivalent combination of education and experience Minimum two years of banking experience MSR II certification or higher preferred or equivalent BFSFCU experience Proficiency in all ancillary systems, including but not limited to Billpayer, Cash Edge, E-Funds, Evolve and Relationship Manager Additional
Qualifications:
Excellent communication and interpersonal skills are required Proven excellence in all Engaged Service principles Proven ability in needs-based selling Ability to communicate clearly and concisely Must maintain total confidentiality in handling credit union interactions Completes all work assignments and meets or exceeds expectations with little or no supervision Must be available to work a flexible schedule For internal purposes, this position is graded as NE-8 Recommended Skills Bank Secrecy Act Call Centers Communication Computer Security Confidentiality Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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 downtown as well as a full-service Lending Center near Farragut West metro station.
Summary:
Provides information on Credit Union products and services, performs account transactions, and resolves account problems 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' engaged service philosophy.
Supports supervisor as team lead in assisting Communications Center staff with operational on the spot instruction and challenging member interactions.
Provides back-up support to the Communications Center supervisors, Resource Team and E-Branch Administrator.
Responsibilities:
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.
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.
RequirementsMinimum Qualifications or Knowledge, Skills and Abilities Required Associates Degree or equivalent combination of education and experience Minimum two years of banking experience MSR II certification or higher preferred or equivalent BFSFCU experience Proficiency in all ancillary systems, including but not limited to Billpayer, Cash Edge, E-Funds, Evolve and Relationship Manager Additional
Qualifications:
Excellent communication and interpersonal skills are required Proven excellence in all Engaged Service principles Proven ability in needs-based selling Ability to communicate clearly and concisely Must maintain total confidentiality in handling credit union interactions Completes all work assignments and meets or exceeds expectations with little or no supervision Must be available to work a flexible schedule For internal purposes, this position is graded as NE-8 Recommended Skills Bank Secrecy Act Call Centers Communication Computer Security Confidentiality Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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