IRA/IRS Support Specialist I

Overview

The IRA/IRS Support Specialist I serves as a subject-matter expert and support resource for Retirement accounts (IRAs), Health Savings accounts (HSAs), Deposit Account Tax Reporting, Escheatment processing, and TIN maintenance. This role provides world-class service to members, branches, and internal departments by delivering accurate guidance, resolving complex account issues, and ensuring compliance with credit union procedures and regulatory requirements.

Key Responsibilities

• Act as a Subject Matter Expert in IRA/HSA accounts, TIN Certification, Backup withholding and B Notice processing, Deposit account tax reporting, and Escheatment.
• Respond promptly and professionally to incoming phone calls from both members and internal staff, addressing a wide range of inquiries related to accounts, services, policies, and procedures, while ensuring a positive and helpful experience.
• Verify and process incoming IRA/HSA applications and transaction requests and death claims, including collaborating with beneficiaries, legal representatives, and family members to ensure proper handling of the member's retirement accounts.
• Perform quality assurance reviews on all transactions completed on IRA and HSA plans.
• Ensure compliance with all legal and regulatory requirements for IRA/HSA accounts, as well as TIN Maintenance processes, processing and retaining necessary documents according to standards.
• Assist in the processing of the seasonal tasks such as Escheatment processing and Tax Reporting preparation and validation, under the guidance of the Operations Team Lead and Level II Specialists.
• Assist in the ongoing reviews of internal team procedures, as well as procedures used by frontline staff for IRA/HSA accounts, tax reporting, escheatment, and TIN maintenance.
• Complete additional tasks and responsibilities as delegated by management, ensuring timely and accurate execution while maintaining compliance with company policies and contributing to team objectives.

Knowledge, Skills & Abilities

• Functional understanding of Credit Union procedures for IRA/HSA accounts.
• Ability to meticulously review and process documents, verify information, and maintain accurate records, ensuring compliance with legal and credit union standards.
• Ability to identify, analyze and resolve complex issues including understanding of tax consequences for transactions.
• Exceptional attention to detail.
• Excellent communication and interpersonal skills with the ability to communicate with empathy, professionalism, and sensitivity when interacting with internal staff, family members, beneficiaries, and legal representatives.
• Strong organizational skills to manage multiple responsibilities, meet deadlines, and ensure timely and accurate processing of all tasks related to duty assignments.
• Passionate about collaborative, cross-departmental support for the success of the Credit Union and the Operations Department.
• Commitment to confidentiality, and thorough understanding of OnPoint's Privacy standards.
• Proficiency in Microsoft Office and Credit Union financial systems, as well as a willingness to learn and adopt new systems and programs as implemented.

Qualifications

• High school diploma or GED required; Bachelor's preferred.
• 2+ years of experience in financial services or credit union operations.
• Experience working directly with members.
• Experience with IRA/HSA accounts
• Experience working with IRAdirect preferred.
• Familiar with relevant documentation such as W-9s, W8-BEN, IRA/HSA forms, and annual tax statements.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don't let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.