Special Accounts Servicing II

BayPort Credit Union • Newport News, VA

3d

About The Position

POSITION SUMMARY: 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, Estates, Conservatorships, and deceased member processing. ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES: Provide special accounts operational support by performing a variety of deposit related fulfillment and regulatory driven functions, in a centralized environment. Provide 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, Estates, 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 understanding and maintaining regulatory compliance on the state and federal level, as related to IRAs, Trusts, Power of Attorneys, Estates, Conservatorships, and deceased member accounts. Review, analyze and interpret Power of Attorney 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. Process 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. Perform other duties as assigned. QUALIFICATIONS AND REQUIREMENTS: Required Education: High school diploma or equivalent. Required Experience: 3-4 years’ experience as a Member Service Rep and/or Support Rep working with IRAs, Trusts, POAs, Estates, Conservatorships and deceased account processing or equivalent education and /or work experience. 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. Extensive knowledge of Federal and State government regulations and codes concerning Trusts, POAs, Estates, Conservatorships, deceased accounts, IRA accounts, taxation, process of disbursing funds. Skills/Abilities: 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 internal and external calls. Proficiency with Microsoft Suite products (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. This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.

Requirements

• High school diploma or equivalent.
• 3-4 years’ experience as a Member Service Rep and/or Support Rep working with IRAs, Trusts, POAs, Estates, Conservatorships and deceased account processing 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 Credit Union vision and long-term goals.
• Extensive knowledge of Federal and State government regulations and codes concerning Trusts, POAs, Estates, Conservatorships, deceased accounts, IRA accounts, taxation, process of disbursing funds.
• 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 internal and external calls.
• Proficiency with Microsoft Suite products (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.

Responsibilities

• Provide special accounts operational support by performing a variety of deposit related fulfillment and regulatory driven functions, in a centralized environment.
• Provide 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, Estates, 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 understanding and maintaining regulatory compliance on the state and federal level, as related to IRAs, Trusts, Power of Attorneys, Estates, Conservatorships, and deceased member accounts.
• Review, analyze and interpret Power of Attorney 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.
• Process 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.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees