Account Specialist/Ira Specialist (Deposit Operations)

The Account Specialist provides a comprehensive member experience by working with members and Credit Union employees, through multiple channels, to provide support and guidance, in addition to processing in-depth member requests for all deposit-related services, including all consumer and IRA accounts. This position requires an advanced knowledge of the Credit Union's deposit products and accounts to support and train all member service areas with questions, corrections and review of documentation for account maintenance and compliance. The Account Specialist works in collaboration with other departments to ensure the Credit Union is in compliance with federal and state regulations, creating resources and guidelines for employees to use in their daily interactions with members. This position uses sound judgment, professionalism, empathy, integrity, accuracy, verification and expediency in assisting members and employees.
Work Arrangement -This position offers a hybrid role with a combination of working both onsite at Headquarters 1 building in East Lansing and remotely. A minimum of being in the East Lansing office three days/week is expected.
Compensation & Benefits -

• Salary Range: $20.00-$26.00/hour, depending on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with an immediate 2:1 Match
• Tuition Reimbursement
• 12 Weeks of Paid Parental Leave

Essential Duties & Responsibilities
Account Specialist I

• Serve as a resource by providing compliance related research and subject matter expertise for all deposit related product and services offerings. Provide knowledge and expertise with ancillary programs such as investment or insurance services
• Complete Safe Deposit Box audits as needed with support from others
• Train department employees on Safe Deposit processes and procedures with the support of others
• Conduct ongoing reviews of the Safe Deposit processes and procedures to improve efficiencies for members and employees
• Assist members with opening, accessing, closing, and changing signers on their Safe Deposit Boxes and filling out appropriate paperwork as required, using the safe deposit systems
• Complete Safe Deposit Box audits as needed with support from others
• Provide direction to members and employees on opening and modifying of all consumer accounts, ensuring accuracy in account set up including in-depth review of CIP documentation and required supporting specialized account documentation
• Provide assistance to employees in the interpretation and review and validation of legal documents while considering the risk exposure, with the assistance of others
• Utilize the IRA and HSA Service Centers to process member requests, providing assistance to Credit Union employees to do the same
• Decision and process consumer and specialty account applications independently, reviewing accompanying documentation for membership eligibility and compliance
• Review consumer account paperwork for accounts opened at the Credit Union to ensure accuracy, checking for required documentation and making corrections as needed
• Process IRA transfer and rollover requests, completing correct forms and coding accounts accurately with support from others
• Receive and process deceased notifications with support; work with other departments as necessary to ensure all aspects of the accounts are handled properly while mitigating risk
• Explain the Dormant and Escheat processes to members and employees, correspond with members to avoid escheatment, working associated reports. Explain to members the process to retrieve escheated funds from the state of escheatment
• Have detailed knowledge regarding required residency documents for account opening for international accounts. Have proficiency in setting tax withholding, with the ability to assist members in their understanding of tax implications. Provide guidance to members and employees in the review of documents, explaining the purpose with support from others. Work various reports to ensure that coding and reporting is accurate
• Educate employees and members regarding regulations pertaining to tax reporting with assistance from others
• Have general knowledge of Required Minimum Distributions, answering basic questions
• Provide in-depth support and guidance to Credit Union employees , while identifying and communicating training opportunities to management
• Handle escalated member situations with support from others and take appropriate action to resolve them
• Conduct research on consumer deposit accounts to identify enhancements to increase member engagement and satisfaction
• Participate in projects, ensuring accuracy, thoroughness, attention to detail and that deadlines are met with help from others
• Work a variety of reports requiring in-depth knowledge of internal processes and functions; ensuring accuracy and identifying ways to improve processes and efficiencies

Knowledge, Skills, and Abilities Required
Account Specialist I

• High school diploma or equivalent required
• Completion or active pursuit of bachelor's degree preferred
• 2+ years of financial industry experience preferred
• Knowledge of and skill in state and federal regulations that impact accounts and services offered by the Credit Union
• In-depth knowledge of Credit Union systems, products, services, and procedures
• Expansive IRA knowledge, specifically relating to regulatory topics
• A high level of interpersonal and communication skills exhibiting empathy and maintaining a friendly and positive attitude
• Ability to establish and maintain harmonious team-oriented working relationships, working effectively in a professional team environment
• Advanced sales skills
• Ability to work independently
• Strong oral and written communication skills
• Strong conflict resolution skills
• Ability to analyze increasingly complex problems and perform research using source documentation and the Credit Union's in-house core processing system
• Proven ability to successfully balance daily tasks with a high level of member/employee service in a fast-paced environment
• Possess an understanding of risk management

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period of time
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
• This position is able to work in hybrid or onsite working arrangements

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)