Certificates/IRA Spec I/II/III at Ent Credit Union in Colorado Springs, Colorado

Job Description:

The Certificate/IRA Specialist assists as an expert to support Ent employees and members with inquiries related to certificates, IRAs, HSAs, ESAs , and US Savings Bonds. The Specialist is required to provide complete and accurate information regarding member inquires while being held to a high level of accountability in the area of member service standards. 

The role of the Call Center, Cerfticate/IRA queue is to provide quality member service and back office support to all Ent employees with certificate, IRA, HSA, ESA and US Savings Bonds information while delivering consistent world class service utilizing multiple computer applications and telephone technology and through adherence to Credit Union and IRS compliance, regulations, policies and procedures. Representation is demonstrated through patience and composure, while comprehending and empathizing with member needs, devoting time and effort to satisfy members’ requests.  Thorough research and problem solving skills are a necessity while demonstrating a “self-starter” behavior and a willingness to help others while practicing effective communications skills both written and verbal.

Minimum work experience and education required for the Certificates/IRA Specialist I

• Process incoming work from centers and mail, validate transactions on daily reports.


• Respond to certificate, IRA, HSA, ESA and Savings Bond requests.


• Maintains Knowledge of credit union, IRS, and US Treasury policies, procedures, and regulations.


• Support Call Center on Member Service Related calls by responding to incoming calls.


• High school diploma or equivalent required


• IRA and compliance courses preferred


• 1+ year experience in customer service, preferably in a financial institution/IRA setting.

Technical or specialized knowledge/skills:

• This position requires multitasking and strong attention to detail. The representatives are required to provide complete and accurate information regarding internal/external member inquiries while being held to a high level of accountability.


• Typing, computer, phone and ten-key required.


• Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office, and complete multiple tasks utilizing various databases.


• Organizational skills required.


• Communication skills required.


• Strong written and verbal communication skills.

Minimum work experience and education required for the Certificates/IRA Specialist II

• Provide member service via telephone or through written correspondence as it relates to IRA accounts and IRA certificates. Open new IRA plans and/or process transfers, rollovers, contributions, and distributions.


• Provide member service via telephone or through written correspondence as it relates to Share Certificates. Process new accounts, close accounts, and maintain certificate renewals.


• Provide back office support for Call Center and Service Center personnel relating to share certificates, IRAs and US Savings Bonds.


• Input US Savings Bond orders on the U.S. Treasury Savings Bond Direct website. Provide Accounting with daily totals to assist in the balancing of the general ledger. File proper forms with the Federal Reserve Bank for special bond redemption circumstances.


• High school diploma or equivalent


• IRA operation and compliance courses


• Minimum 3 years experience in the financial industry and 2+ years of experience with certificates and IRA accounts

Minimum work experience and education required for the Certificates/IRA Specialist II

• Provide member service via telephone or through written correspondence as it relates to IRA accounts and IRA certificates. Open new IRA plans and/or process transfers, rollovers, contributions, and distributions.


• Provide member service via telephone or through written correspondence as it relates to Share Certificates. Process new accounts, close accounts, and maintain certificate renewals.


• Provide back office support for Call Center and Service Center personnel relating to share certificates, IRAs and US Savings Bonds.


• Input US Savings Bond orders on the U.S. Treasury Savings Bond Direct website. Provide Accounting with daily totals to assist in the balancing of the general ledger. File proper forms with the Federal Reserve Bank for special bond redemption circumstances.


• High school diploma or equivalent


• IRA operation and compliance courses


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  Minimum 6 years experience in the financial industry and 4+ years of experience with Certificates and IRA accounts

  
  

Technical or specialized knowledge/skills:

• IRA operation and compliance knowledge. Proficient in Microsoft Word and Excel.

Physical / Psychological Requirements:

Describe the physical and psychological activities required by the position (i.e. must be able to lift 30 lbs, use hands and fingers for repetitive and detailed tasks such as typing, counting and handling currency and coin, sit or stand for prolonged periods of time, use a 10-key, telephone, open and close vault doors, remember detailed information, handle stressful situations in an acceptable manner, etc).

Must be able to lift 20lbs, use a telephone, and operate a 10-key, and use hands and fingers for repetitive tasks such as typing. Must be able to handle stressful situations in an appropriate manner and be able to remember detailed information.

The minimum pay for grade I will is $14.05 an hour and can be adjusted based on experience.

The minimum pay for grade II will is $15.92 an hour and can be adjusted based on experience

The minimum pay for grade III will is $18.01 an hour and can be adjusted based on experience

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