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:

• Support beneficiaries by answering questions and gathering information. You will listen to concerns, identify what is needed, research account details, and provide clear explanations that help people understand their trust accounts.
• Process trust fund transactions with care and accuracy. This includes reviewing financial documents, checking information, entering updates, and taking steps to correct errors when they appear.
• Maintain organized and complete trust account records. You will create, update, and safeguard files; record account activity; and ensure records follow privacy and information-protection requirements.
• Review and verify account activity. You will compare balances, look into past and current information, identify issues, and help ensure deposits and payments are recorded correctly.
• Help beneficiaries complete forms and access their account information. You will guide them through required steps, explain processes in everyday language, and offer support when forms or procedures feel unfamiliar.
• Work closely with Tribal, Federal, State, Municipal, and local partners. You will share information, resolve issues, coordinate services, and participate in outreach efforts that support beneficiaries and Tribal communities.
• Prepare and manage record requests. You will help gather records, submit retrieval requests to the American Indian Records Repository, and complete transfer forms so records remain preserved and accessible.

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. Mission Connection This work directly supports the Bureau of Trust Funds Administration's commitment to provide trustworthy, accurate, and timely financial services to Tribal Nations and individual account holders. By helping beneficiaries understand their accounts, keeping records organized, and maintaining high standards of financial stewardship, you play an important role in upholding the Federal trust responsibility and supporting Tribal sovereignty and long-term financial wellbeing.

You will be assessed in the following competencies (knowledge, skills, abilities, and other characteristics), for more details, see How You Will Be Evaluated section:

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork