POSITION SUMMARY: The primary purpose of this position is to provide quality service to the credit union members and support branch and contact center staff. This is accomplished by serving as a liaison between the member, staff and the credit union for products and services related to IRAs, Trusts, Power of Attorneys, Conservatorships, Estates and Deceased member account processing. Primary duties include but are not limited to: Overseeing all aspects of the management and efficiency of all products, services and functions of the Special Accounts Servicing Department and staff, collaborating with other Credit Union departments to develop new business, products, services, workflows, writing policies and procedures and working with 3rd party vendors. ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES: • Manages and leads daily operations of the Special Accounts Servicing Department and team. • Coaches, motivates and mentors employees and communicates job expectations and adherence to employee, department and company goals. • Conducts monthly service meetings to promote the BayPort Way, Core Values and foster teamwork. • Assists with interviewing and hiring department staff and oversee training of new staff. • Provides fair and unbiased performance reviews to staff members annually. • Responsible for monitoring federal and state regulations, codes and statues for Power of Attorneys, Trusts, Estates, Conservatorships and Decedent accounts and ensuring the credit unions employees comply with applicable regulations and statues. • Interacts with members, co-workers, supervisors, executives and outside contacts in an appropriate, professional manner, which projects a positive image of the department and BayPort Credit Union. • Strives to be well organized and have proven ability to meet important critical timelines and deadlines as needed for compliance purposes. • Perform other duties as assigned. QUALIFICATIONS AND REQUIREMENTS: Required Education: Associate degree or equivalent from two-year college or technical school preferred. Completion of specialized courses/certifications in the subject of taxation, Federal and State laws and regulations regarding IRA accounts. Required Experience: 5-8 years’ experience in a financial institution environment with at least 3-4 years’ experience as a Member Service Representative or as an IRA Service Representative or equivalent education and/or work experience. Preferred Experience: Some supervisory 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. • Thorough knowledge of insurance policies and claiming procedures. • Extensive knowledge of Federal and State government regulations and codes concerning IRA accounts, taxation, processes of dispersing funds, Power of Attorneys, Trusts, Estates, Conservatorships and Deceased account processing. Skills and Abilities: • Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team. • Must be able to handle high volume of external and internal phone calls. • Proficiency with Microsoft Office (includes Word, Excel, and Outlook). • Excellent organizational skills: documentation formatting, strong attention to detail and accuracy. • Exceptional written communication skill: including dictation, spelling, and grammar accuracy. • Excellent oral communication skills: communicate clearly in all situations and conduct business over the telephone. • Exhibit strong member service and problem-solving skills. • Ability to work independently, using personal judgment and problem-solving techniques to complete tasks in a timely fashion. 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.