Under the direction of the Manager of Account Administration, assists with the quality control of the Account Administration and Member Records departments. Helps resolve complex member issues requiring research and/or account maintenance. Supports department as needed in other areas necessary and assists with cross-trained areas as needed. Is knowledgeable of complex procedures and regulatory requirements, oversees account administration through the use of available tools and techniques by performing the following duties:
Complex Account Requirements/Processes
Follows Credit Union procedures to maintain deceased member accounts and is responsible for working them which includes contacting beneficiaries, freezing account and gathering documentation necessary to close/change account. Provides input to ensure process is efficient. Maintains contact with person who notified the credit union of the deceased to ensure accounts are taken care of in a timely manner. Documents follow-up efforts. Understands complex account ownerships and provides support for team members. Performs maintenance on IRA’s, UTMA, Coogan, Trusts, Rep Payees, etc.
Opens new accounts received via US mail, Business Development and Contact Center according to policies and procedures with minimal errors. Reviews applications submitted via the EMA Online queue to ensure they qualify for membership and are opened according to policies and procedures. Manages the New Account dashboard and communicates with staff and/or members to gather documents needed to open accounts.
Investigates payment history errors reported to Experian, Equifax and Transunion credit bureaus to ensure they are corrected, if needed, and mails notice to member notifying them of outcome. Responds timely to credit report disputes submitted via mail and directly in the eOscar system to ensure the credit union is in compliance. Maintains copy of dispute notice and responses in the optical system. Promptly notifies the credit bureaus of any inaccurate information to ensure the members credit is corrected quickly.
Wires and Cash Orders
Ensures wires are processed timely and accurately to provide great member service. Verifies wire transactions are in compliance with OFAC requirements and they contact proper authorization an authentication. Processes cash orders with minimal errors and notifies branch of any delays.
Responds to Questions and Performs Account Transactions
Responds to questions from members, Contact Center, and branch personnel regarding member complex issues and research on member accounts. Answers phone queue promptly and completes service requests timely and accurately. Posts incoming mailed deposits and payments. Balances deposited negotiable items and scans them for electronic transmittal. Completes and oversees the service requests queue to ensure they are processed within established department service standards. Proactively communicates with Manager of Account Administration to ensure service standards are achieved.
High school diploma or general education degree (GED).
Three years related experience and/or training; or equivalent combination of education and experience.
Certified IRA Professional (CIP) designation preferred.
Must possess excellent written and oral communication skills and be proficient with 10-key operations.