Certificate, IRA & Trust Specialist

Overview

To research, process, and resolve Certificate, Individual Retirement Arrangement (IRA), Education Savings (ESA), Payable on Death (POD) and Trust exceptions, errors, returned and fraudulent checks, money movement, and regulatory account activity. Respond to members inquiries from Contact Center, Branch, and Survivor Support personnel. Identify suspicious or fraudulent activity, place holds, and report/provide necessary documentation for review. Serve as subject matter expert regarding business functions, systems, policies, and procedures.

Maintain knowledge of legal, financial, and regulatory requirements related to certificate, IRA, ESA, POD, & Trust products and services. Assist Member Service Representatives to resolve complex issues. Work under supervision.

• Maintain & apply certificate, IRA, ESA, POD and Trust knowledge of processes, procedures, systems, and regulations of the Internal Revenue Service Code and National Credit Union Administration (NCUA) along with Navy Federal policies and procedures
• Analyze, research, and resolve advanced certificate, IRA, ESA, POD, & Trust issues
• Identify & report compliance issues dealing with certificate, IRA, ESA, POD, & Trust accounts
• Identify suspicious or fraudulent activity and place holds and/or provide necessary documentation for review
• Establish and maintain Payable on Death accounts in accordance with NCUA regulations and Navy Federal policies
• Monitor basic reports and automations to ensure accurate completion of processes in compliance with current and changing regulations
• Monitor various databases and web portals to ensure responses are completed and processes are followed in compliance with regulation
• Perform first level review of transactions, follow due diligence steps regarding regulations and fraud, and elevate as appropriate
• Review appropriate documentation to and from other financial institutions for accuracy and completeness to allow for seamless monetary transfers for members. Work with such entities to resolve any outstanding issues
• Review certificate, IRA, ESA, & POD applications for accuracy and completeness; obtain additional information and notify member regarding transaction status; image documentation
• Research, process, and resolve certificate, IRA, ESA, POD, & Trust exceptions, errors, returned and fraudulent checks, money movement, and regulatory account activity
• Request information and documentation to clarify details or resolve issues within mandated time frames
• Provide guidance and assists Branch Operations and Contact Center MSRs to help resolve advanced member account issues
• Identify & participate in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
• Make decisions and recommendations within authorized monetary limits
• Document, track, and monitor cases for progress to prevent or minimize financial loss to members and/or Navy Federal
• Handle all incoming mail containing checks, member requests, and regulatory notices
• Perform other duties as assigned

• Working knowledge of certificate, IRA, ESA, POD, & Trust regulations, compliance, processes, procedures, and systems
• Experience in progressively responsible member/customer service or administrative position
• Experience working in a high volume, fast paced environment
• Experience in handling multiple tasks simultaneously with a high degree of accuracy
• Effective organizational, planning, problem solving and time management skills
• Effective active listening and verbal/written communication skills to respond tactfully to difficult, member and colleague issues
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill navigating multiple screens and PC applications and adapting to modern technologies
• Effective skill following, interpreting and applying complex data/instructions to guidelines, procedures, practices and regulations
• Experience working in a high volume, fast paced environment
• Exposure to leading, guiding and mentoring others
• Exposure to accounting, research, or auditing techniques and methods in a financial institution
• Exposure to assimilating information, analyzing facts, and developing logical conclusions
• Exposure to financial transaction/processing related responsibilities
• Exposure to assimilating information, analyzing facts, and developing logical conclusions
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Basic skill building effective relationships through rapport, trust, diplomacy and tact
• Ability to work independently and as a member of a team
• Degree in Finance, Accounting or a related field, or the equivalent combination of education, training, and experience that demonstrates an understanding of financial accounting and/or business practices
• Working Knowledge of Navy Federal's products, services, policies, procedures, philosophy, and strategic objectives
• Familiarity with the Savings & Time…