Contact Representative

Job Title

Position Overview This position helps people understand and manage their financial trust accounts. You will be part of a team that provides clear information, answers questions, and helps individuals access the money or records they need. Much of your day will involve talking with beneficiaries, listening closely to their concerns, and guiding them through steps or forms with patience and care.

You will review and process financial documents to make sure records are complete and accurate. This includes checking information, entering updates, and helping fix errors when they appear. You will also keep trust account files organized and protected so they remain complete and easy to use over time.

A key part of this job is working with others. You will regularly connect with Tribal offices, federal staff, and local partners to share information, solve problems, and support beneficiaries. You may help gather records, prepare requests, and assist with outreach activities in the community.

This work is important because it supports the long-term financial wellbeing of Tribal Nations and individual account holders. Whether you join at an entry level or at the full performance level, you will receive training and support to learn the processes, tools, and systems needed to grow in this role. Some of the major duties you will perform include but are not limited to the following:

• Answers telephone calls, greeting visitors, and directing them appropriately.
• Conducts interviews to determine nature of the request and responds to questions from internal and external stakeholders.
• Researches and takes the necessary action to respond to routine inquiries and problems in a professional and satisfactory manner.
• Documents and tracks beneficiary contacts in a BTFA provided system.
• Assists with compiling, posting and disseminating outreach announcements and documents to educate beneficiaries.
• Provides guidance to beneficiaries seeking support in the completion of standard forms for the purpose of submitting claims for trust fund disbursements.
• Explains policy, procedures, and processes to prepare forms and documents to support beneficiaries' access to their tribal and Individual Indian Money (IIM) accounts.
• Research federal, state, or tribal laws, regulations, policies, and procedures to evaluate eligibility of benefits.

Duties will be developmental in nature when filled below the full performance level. Bargaining Unit Status: This position is covered by a Collective Bargaining Agreement. Applicants selected for this job will receive information about their bargaining unit rights during onboarding. INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (25 USC 5116 (reclassified from 472)). Verification Form BIA 4432 must be submitted with the application if claiming Indian Preference. Indian preference eligibles may be appointed under the Excepted Service Appointment Authority Schedule A, 213.3112(A)(7).