Special Accounts Manager

BayPort Credit Union•Newport News, VA

About The Position

The Special Accounts Manager provides quality service to credit union members and support to branch and contact center staff. The role serves as a liaison among members, staff, and the credit union for IRAs, trusts, powers of attorney, conservatorships, estates, and deceased-member account processing. It oversees the management and efficiency of the Special Accounts Servicing Department, collaborates with other departments on business development, products, services, and workflows, writes policies and procedures, and works with third-party vendors. The position leads the department’s daily operations and team, develops and supports employees, and monitors applicable federal and state regulations to help ensure compliance. It also involves maintaining professional interactions with members and colleagues, meeting compliance-related timelines, and performing other duties as assigned.

Requirements

Associate degree or equivalent from a two-year college or technical school is preferred.
Completion of specialized courses or certifications in taxation and federal and state laws and regulations regarding IRA accounts.
Five to eight years of experience in a financial institution environment, including at least three to four years as a Member Service Representative, IRA Service Representative, or equivalent education and/or work experience.
Thorough knowledge of credit union products and services.
Extensive knowledge of credit union policies, procedures, and processes.
Awareness of the credit union’s vision and long-term goals.
Thorough knowledge of insurance policies and claiming procedures.
Extensive knowledge of federal and state government regulations and codes concerning IRA accounts, taxation, fund disbursement, powers of attorney, trusts, estates, conservatorships, and deceased-account processing.
Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
Ability to handle a high volume of external and internal phone calls.
Proficiency with Microsoft Office, including Word, Excel, and Outlook.
Excellent organizational skills, including documentation formatting and strong attention to detail and accuracy.
Exceptional written communication skills, including accurate dictation, spelling, and grammar.
Excellent oral communication skills, including communicating clearly in all situations and conducting business over the telephone.
Strong member-service and problem-solving skills.
Ability to work independently and use personal judgment and problem-solving techniques to complete tasks in a timely manner.

Nice To Haves

Some supervisory experience.

Responsibilities

Manage and lead the daily operations of the Special Accounts Servicing Department and team.
Coach, motivate, and mentor employees; communicate job expectations and adherence to employee, department, and company goals.
Conduct monthly service meetings to promote the BayPort Way and Core Values and foster teamwork.
Assist with interviewing and hiring department staff and oversee training of new staff.
Provide fair and unbiased annual performance reviews to staff members.
Monitor federal and state regulations, codes, and statutes concerning powers of attorney, trusts, estates, conservatorships, and deceased-member accounts, and ensure employees comply with applicable requirements.
Serve as a liaison among members, staff, and the credit union for IRAs, trusts, powers of attorney, conservatorships, estates, and deceased-member account processing.
Oversee the management and efficiency of the department’s products, services, and functions.
Collaborate with other credit union departments to develop new business, products, services, and workflows.
Write policies and procedures and work with third-party vendors.
Interact professionally with members, coworkers, supervisors, executives, and outside contacts.
Maintain organization and meet critical compliance timelines and deadlines.
Perform other duties as assigned.