Member Services Representative III

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 full-time on-site role which means that on-site work will be expected for each scheduled workday.

Summary:

Serves as a trusted financial advisor and frontline representative, providing in-person service to members. Responsibilities include opening accounts, conducting financial reviews, recommending products and services, resolving account issues, and managing member relationships. Operates teller window and supports branch operations as needed, while consistently delivering high-impact service aligned with BankFund's core values

Core Responsibilities:

Financial Guidance and Sales:

• Conducts financial reviews to identify member needs and recommend suitable products and services.
• Opens new memberships and accounts, assists with account maintenance, and manages existing member relationships.
• Interviews members and inputs consumer loan requests, ensuring compliance with policies.
• Makes outbound calls to retain long-term member loyalty and deepen relationships.
• Identifies opportunities to cross-sell additional products and services, including referrals to Mortgage Lending.
• Achieves individual sales goals and sets an example for Account Service Representatives.

Makes an IMPACT:

• Leads with BankFund core values to provide high-level service at every interaction.
• Answers inquiries, delivers solutions, and ensures efficient and timely assistance.
• Resolves routine problems and escalates complex issues appropriately.
• Participates in outbound relationship calling and branch promotions.
• Summarizes and documents member interactions in MRM and handles documents per Credit Union procedures.
• Maintains promotional materials and supports branch audits and reporting.

Additional Responsibilities:

• Inititates dispute claims for credit cards, debit cards and wires.
• On a rotational or as needed basis, leads from the lobby, greeting and engaging members, assisting members and/or directing them to other individuals, as appropriate.
• Coaches Account Service Representatives to achieve referral goals.
• Assists with audits and settlement of Teller Cash Recyclers and Coin Machines, adhering to Credit Union procedures.
• Handles member escalations in the absence of branch leadership.
• Participates in annual BSA, OFAC, and Information Security training.
• Ensures compliance with all applicable regulations and internal policies.
• Runs a teller window and assists with branch settlements as requested.
• Performs other duties as assigned. Must complete the Members Services Representative III Certificate Program and be recommended by a Branch Manager for the MSR III Role.
• Provides notary and signature guarantee services.
• Generates letters and miscellaneous bank communications as needed.
• Demonstrate commitment to the Credit Union's core values: IMPACT – Innovative, Member Centric, Proactive, Accountable, Connected and Trustworthy.
• Participate in annual Compliance training, including 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.
• Runs a teller window and or assists with branch settlements, as requested.
• Performs other work-related duties as assigned by the Assistant Branch Manager or the Branch Manager.

Requirements:

Minimum Qualifications or Knowledge, Skills and Abilities Required

Education:

• College Degree in related field or equivalent combination of Education and at least 1 to 2 years banking experience with proven success in Sales experience
• Successful completion of MSR III Certification Program

Additional Managerial Qualifications:

• Strong problem-solving abilities with the ability to think independently.
• Excellent Customer Service and Communications Skills
• Aptitude for working with numbers
• Problem solving ability
• Basic knowledge of personal computers and related office software.
• Ability to work flexible schedule as required.

For internal purposes, this position is graded as NE-8.

The anticipated annualized base salary range for this position is $60,000 to $75,000. 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.