Special Account Support III

LOCATION:   Corporate                                           DIVISION:  SVP-CMXO   FUNCTION DESCRIPTION:   Performs a wide range of advanced daily operations pertaining to member accounts, specifically special account needs and deposit accounts with emphasis on abandoned property, tax corrections, IRA’s, HSA’s, certificates of deposit and decedent issues. Provides technical and procedural support for internal departments and branches.  Required to understand and discuss all policies and procedures.  Accountable to serve members in a quality manner that will build loyalty to gain repeat business for the Credit Union.  Performs monetary transactions and account maintenance quickly and accurately as requested by members via various channels.  Accountable for departmental and corporate goals as they are defined from time to time. Will require strict adherence to regulatory compliance, exceptional accuracy, and strong internal and external communication skills. In addition, this position is responsible for accurately dealing with complex member service issues such as advanced IRA questions and transactions, IRS reporting questions and research.   ORGANIZATIONAL RELATIONSHIPS:   Reports To:      Supervisor of Special Account Support Supervises:      None Contacts:         Contact with members and other Bellco employees. Some contact with other financial institutions.   QUALIFICATIONS/REQUIREMENTS:   Education: Some college preferred   Qualifications and skills: At least 2 years of experience in a financial environment preferred CIS I certification preferred. Proficient in Microsoft Office (Word, Excel, Outlook). Proven experience with prioritizing workload based on mandatory requirements and member service level agreements. Exceptional analytical ability and detail oriented and possess above average organizational skills. Strong communication skills both verbal and written. Ability to multi-task to assist in other areas of the business unit.         ESSENTIAL FUNCTIONS:   Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.   Advanced experience and knowledge in handling IRA/HSA accounts. This includes processing withdrawals, contributions, rollovers, transfers, RMDS, according to procedures while ensuring compliance with IRA regulations.    Process Deceased account and POA documents received ensuring accuracy and proper closure, disbursement, and entity changes. Manage Dormant and Escheat account process.   Assist the Special Account Support Lead with IRA, Tax, and Abandoned Property projects. Responsible for cleanup efforts, procedural writing, and testing.   Fulfill requests submitted through Move/ Member Connect within SLA timeframes.   Must maintain and secure confidential member information.   Respond to inquiries from branches, members, and internal departments for deposit related products and services that comply with the Special Account Support policies and procedures.   Research and resolve formal complaints that are submitted to DORA, NCUA, BBB that relate to IRA’s/HSA’s, decedent accounts, abandoned property, taxes, and various other deposit products.   Perform various account transactions and maintenance which can include but not limited to posting payments, certificate of deposits, IRA deposits, decedent accounts, account inquiries, etc.   Review and perform closeout processes for decedent accounts while working closely with Bellco Legal Team to ensure correct and accurate beneficiary payouts while providing empathy and support to the survivors.   Independently determine the best course of action and accurately complete transactions regarding member accounts with a focus on elimination of errors.   Evaluate and make sound decisions regarding members’ accounts to benefit both Bellco and the member.     Prepare correspondence and notices for members and other financial institutions when appropriate.   Actively involved in abandoned property cleanup process with an advanced knowledge of procedures to ensure accurate reporting, and guidelines for each State.   Responsible for handling and completing advanced tax corrections related to deposit accounts including IRA/HSA accounts.   Regular and punctual attendance.   Management retains the discretion to add to or change the duties of the position at any time.   WORKING CONDITIONS:   Office environment Necessitates movement to other departments. May necessitate travel to off-site training.