The primary function of the position is to safeguard the soundness of Meritrust’s IRA portfolio by providing support and expertise. Support and expertise will be provided by meeting or exceeding job responsibilities specified below.
Duties and Responsibilities:
Deliver outstanding service, both internally and externally that represent our Service Standards.
Hold and maintain IRA Specialist certification from an accredited training program.
Actively work to stay abreast of all IRA rules and regulations and respond to internal and external inquiries involving compliance interpretation, IRS Regulation and IRS code.
Ensure Meritrust’s IRAs are explained, processed, and serviced accurately by providing support and expertise on all IRA related topics. This will be achieved by working directly with members, contact center and retail staff, and quality assurance.
Work with Quality Assurance to audit all IRA accounts.
Help design and maintain a process to ensure all audit findings are fixed in a timely manner.
Fulfill all Inherited IRA requests, including, but not limited to: speaking to IRA beneficiaries, performing plan and account set up, distributions, close-outs, transfers, rollovers.
Regular member contact will be required; specifically when dealing with escalated IRA transactions and/or issues.
Fulfill IRA requests for members funneled from the Contact Center, including, but not limited to: IRA setup, contributions, distributions, rollovers, transfers, corrections, re-characterizations.
Serve as the primary contact for Retail staff by providing guidance and answers on all technical and non-technical IRA related questions. At times, this may require fulfilling the IRA transaction.
Provide guidance and aid in problem resolution for Retail staff and Contact Center staff on all IRA related topics. Problem resolution may require performing research, setting expectations, processing changes, and performing member follow-up.
Assist Retail Trainer in designing and delivering ongoing IRA training to Retail and Contact Center staff.
Identify and track coaching opportunities related to IRA knowledge, and conduct on-the-spot coaching to boost understanding and confidence in IRA knowledge for Retail and Contact Center staff.
Regularly communicate updates and clarity on IRA topics frontline teams.
Work with Communications to address updates to IRA policy, procedure, and regulations.
Fulfill the set up and calculation of all automatic RMDs.
Future job responsibilities may include fulfilling IRA requests funneled from Retail staff.
Continually research, ask questions, and make suggestions in order to aid in process improvement.
Maintain an excellent working knowledge of Meritrust Credit Union products and services.
Maintain proficiency in operational procedures related to customer accounts.