Serve as a primary credit union resource for issues involving Specialty Accounts, including, but not limited to, Trusts, Power of Attorney, Guardianship, and Representative Payees. Serves as the main point of contact when resolving specialty account issues, while adhering to Credit Union compliance, regulations, policies and procedures. Position also assists in completing vital functions for the servicing of Sensitive Accounts by acting as liaison among 7 17’s business units, members and/or their loved one(s), and outside entities in regards to sensitive accounts (such as deceased, elder abuse, those that require a POA, etc.). Will use thorough problem-solving skills, excellent verbal and written communication skills, and have a willingness to help others to ensure a smooth process for the member, member’s loved one(s), and anyone else being assisted. Be a diplomat for organizational improvement and retail growth.
All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing. Essential duties and responsibilities include the following.
Primary Duties:
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Provide support to member services and other departments regarding questions related to specialty account subject matter and all other matters of the department. Work directly with members and other departments as requested.
- Assist the VP, Branch Operations, Deposits & Account Services in updating current and creating new products, policies and procedures as necessary including but not limited to all Specialty Account types, IOLTAs, IOTAs, brokered certificates, estate accounts, etc.
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Review and approve Power of Attorneys requests, consulting with Legal counsel as needed.
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Utilize technologies to coordinate department efforts when handling specialty accounts.
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Analyze and comprehend documentation including, but not limited to, Power of Attorney, Trust agreements, Guardianship and Representative Payee orders, attorney correspondence and various court issued documents, etc.
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Maintain current knowledge of and compliance with all applicable Credit Union policies, state, and federal regulations.
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Take a consultative approach to identify financial needs and direct to proper channels for new business opportunities and membership growth.
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Maintain confidentiality of members, co-workers, and Credit Union records.
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Work with the VP, Branch Operations, Deposit, and Account Services and/or the Training and Development Department to develop the content and delivery of appropriate specialty account training.
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Assist in the construction and maintenance of Specialty Account material on the Hub.
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Assist with timely and accurate review of deceased member accounts, including but not limited to confirmation deceased account submission is correct, account coding, updating member memos, updating account access, and creation of deceased member account resolution forms.
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Manage deceased account workflow.
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Resolve all sensitive member accounts, including deceased accounts, through any communication means necessary from all areas of the Credit Union.
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Work all deceased notifications requiring Visa and HELOC requalification by referring items to the appropriate area and tracking them to ensure completion.
Secondary Duties:
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Utilize technologies to research and attach beneficiary forms to tracking system available for access throughout the organization
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Assist in the maintenance of the Sensitive Account Portal on the Hub.
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Assist with sensitive account member interaction training across the organization.
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Assist in the weekly maintenance and publication of the deceased retention report
This position manages the following jobs: None.
Internal and External Contacts: Other Employees, Members, Vendors, Corporate Management, Outside Entities (Lawyers, Probate Court, Etc.)
Confidentiality Requirements: Must keep members' transactions and other Credit Union business in strictest confidence.
Travel Demands: Must be able to travel locally.
Prerequisite Education:
1. High school diploma or equivalent
2. Associate’s degree preferred in: Communications, Business Management, Psychology or related field.
Prerequisite Experience:
- 1-3 years of recent, applicable experience dealing with specialty account subject matter, including but not limited to, deceased, representative payee, custodial, Trusts and Power of Attorney, preferably within the financial services environment.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and member service.
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Excellent written, oral communication, and documentation skills.
- Effective analytical, problem solving, organization, and planning skills
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Must be detailed oriented and able to handle multiple tasks at one time.
Required knowledge, skills and abilities once in the job:
1. Customer service attitude and skills to include:
Team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness, ability to work in high stress and emotional environment, and empathy.
2. Professionalism to include:
Confidence, good judgment, confidentiality, appropriate demeanor and appearance, maintain emotional intelligence, ability to interact with employees and members in a manner that is consistent and demonstrates the 7 17 CU brand promise.
3. Skills to include: Self-motivated, independent thinker, perform own-account work, problem solving, interpersonal communication, time-management, needs assessment, organization, quick learner and able to build trust.
4. Other: Confidentiality and ability to handle high stress sensitive situations with
tact and empathy.
Certifications, licenses required once in the job: N/A
Physical, Mental or Visual Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to: stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, talk or hear.
This job regularly requires the employee to lift _1__ to _20_ pounds __5_ times per day.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, the ability to adjust and focus.
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may work:
rarely near moving mechanical parts
The noise level in the environment is usually moderate.
