Job Details
The primary purpose of this position is to provide quality service to the credit union members and support to the front-line staff for Special Account related products and services. This is primarily accomplished by serving as a liaison between the member and the credit union; responding to member requests and service incidents; and providing support for operations related to IRAs, Trusts, Power of Attorneys, Conservatorships, and deceased member processing. Other duties include account research, maintaining and ensuring accuracy of our membership accounts and documents, testing, implementing new product and service offerings, troubleshooting issues regarding IRAs, Trusts, Power of Attorneys, Conservatorships, and deceased member accounts. Performing other duties as requested.
ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES
Provides account servicing operational support by performing a variety of special account related fulfillment and regulatory driven functions, in a centralized environment.
- Provides all external and internal members and staff with professional support, accurate information, and friendly service by providing general and detailed assistance related to products, services, policies and procedures via the telephone, email, fax or written correspondence regarding all aspects of IRAs, Revocable and Irrevocable Trusts, Powers of Attorneys, Conservatorships and deceased member processing.
- Demonstrate analytical decision-making ability, and attention to details while working in a demanding and challenging fast-paced environment.
- Responsible for general understanding of regulatory compliance on the state and federal level, as related to IRAs, Trusts, Power of Attorneys, Conservatorships, and deceased member accounts.
- Review, analyze and interpret Power of Attorney, Conservatorship and Trust documents for compliance and acceptance by BayPort Credit Union and if necessary, correlate a review with a legal attorney who is contracted by BayPort Credit Union, for final review and recommendations.
- Document accounts with pertinent identifying information related to all special accounts handled within the group and ensure documents are imaged in the core system.
- Acknowledge receipt of documentation and address various issues and requests via telephone, email, written correspondence and electronically via DocuSign or eSign.
- Assist with Daily IRA transaction verification and reports and disseminate information to front line retail staff regarding missing or incorrect documents or information.
- Assist with verification for IRS reporting.
- Assist with processing incoming and outgoing IRA transfers and rollovers and RMD distributions.
- Process IRA withdrawals, conversions and recharacterizations.
- Maintain working knowledge of the Ascensus IRAdirect processing platform.
- Complete Ascensus IRA death claim wizard; upon Ascensus processing
- Transfer Certificates from a decedent's account to their joint owner or beneficiary's account.
- Provide assistance and support to BayPort Financial.
- Assist with processing all deceased account functions including spreadsheet management, life insurance filing and claims, account review/maintenance, document review, correspondence with surviving family or executors/trustees, working service events/cases and facilitating the account closures and/or conversions and diligently working reports to settle the deceased accounts.
- Perform general data clean up on member accounts on a regular basis to ensure that Credit Union records are accurate.
- Possess a strong curiosity to thoroughly research and an extreme desire to learn new things.
- May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
- Ability to adhere to BayPort Credit Union's Core Values: Integrity, Be Bold, Communication, Diversity, Innovation, It's On Me, and One Team.
- Other duties as assigned.
QUALIFICATIONS:Required Knowledge: - Thorough knowledge of Credit Union products and services.
- Extensive knowledge of Credit Union policies, procedures and processes.
- Awareness of Credit Union vision and long-term goals.
- Some knowledge of Federal and State government regulations and codes concerning Trusts, POAs, deceased accounts, IRA accounts, Conservatorships, taxation, process of disbursing funds.
Required Education: Education up to the equivalent of a four-year high school education.
Required Experience: 2-3 years' experience as a Member Service Rep and/or Support Rep working with IRAs, Trusts, POAs, Conservatorships and deceased account processing or equivalent education and /or work experience.
Skills/Abilities: - Proficiency with Microsoft Office (includes Word, Excel, and Outlook).
- Must be well organized and have proven ability to meet important critical timelines and deadlines as needed for compliance purposes.
- Excellent organizational skills; documentation formatting, strong attention to detail and accuracy.
- Exceptional written communication skills; including spelling and grammar accuracy.
- Excellent oral communication skills; communicate clearly in all situations, and conduct business over the telephone.
- Polished interpersonal skills to project a positive image of the department and BayPort Credit Union when interacting with co-workers, supervisors, members, executives and outside contacts.
- Exhibit strong member service and problem-solving skills.
- Ability to work independently, using personal judgment and problem-solving techniques to complete tasks in a timely fashion.
- Capability of working within a team, with other CU depts. and external service providers.
- Ability to process a high volume of work proficiently within quality guidelines while completing all daily processes. Concentrated mental effort.
- Flexibility to work additional hours, as needed.