Credit Union:



Eugene, Oregon





Job Description:

Pay Range: $18.31 – $22.89 per hour

OCCU is looking for an experienced Special Accounts Coordinator to join our growing, high performing team. The Special Accounts Coordinator assists staff, members and potential members with their special accounts needs by providing knowledge, service and expertise with respect to savings services such as Conservatorships, Deceased Members, Estates, IRAs, Powers of Attorney, Trusts, UTMA’s, VA Fiduciaries and all other special accounts.

Location: Eugene, OR

Job Responsibilities:

The essential functions of this position require prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources and demonstrating initiative in identifying additional job-related tasks to be completed when time permits. These duties are a representative example of position expectations. Actual duties assigned may vary and change depending on the business needs of the department and OCCU. 

  • Process new IRA Plan requests as well as more advanced IRA transactions such as direct transfers, rollovers, conversions, beneficiary distributions, inherited IRA’s, re-characterizations, removal of excess contributions and IRA Direct Transfers. This work often involves conference calls with other financial institutions to help members navigate this complex process and ensure a smooth member experience.
  • Process requests for new fiduciary accounts including review of legal documentation. These accounts include Trusts, Estates, Representative Payees, Conservatorships, UTMA’s and VA Fiduciaries. Establish accounts in a manner consistent with Credit Union policies and legal requirements.
  • Guide members through the process and requirements for setting up fiduciary accounts by explaining facts and options without giving legal advice. Extensive account research, interdepartmental communication with Member Solutions Team and detailed communication with members is necessary to prevent service interruptions of automated transfers, online banking and/or bill pays throughout the transition.
  • Process Powers of Attorney (POA) requests including review and analysis of legal documentation and ensure the documents are correctly stored for staff access through OnBase. Due to variations in legal verbiage and state requirements, some POA’s require additional scrutiny including consultation of the Compliance & Risk team to determine whether we can accept. POA’s that are not approved require careful explanation to agents presenting the document to explain the reason for a denial without divulging account information.
  • Process daily Social Security death notifications in the absence of the Special Accounts Administrator, locking down accounts, cards and/or online account access if necessary, to secure deceased members’ assets and protect the Credit Union from liability and risk.
  • Process deceased member deposit accounts consistent with Credit Union polices and legal requirements. This work includes interdepartmental communication and collaboration with other departments like Credit Services and E-Services Support to resolve loan concerns and reclamation requirements.
  • Guide deceased members’ surviving families through next steps with compassion and patience considering their fragile or elevated emotional state. Explanation of the process should be paired with active listening and creative problem solving to address each member’s individual questions and needs.
  • Respond to all member requests within expected standardized time-frames established by the department. Due to the complexity of special accounts transactions, organized follow-up communication and tracking of paperwork is necessary to ensure timely completion of each member request.
  • Act as a staff resource and subject-matter expert regarding all special accounts, NCUA insurance coverage, POA’s, NRA accounts, and IRA’s. Critical thinking and problem-solving tactics include soliciting specific information necessary to provide a thorough and accurate response for each unique circumstance. Empower frontline staff to address member questions confidently and/or submit member request referrals to MRS-Special Accounts for additional research or processing.
  • De-escalate and problem-solve gray-area member situations using inter-departmental collaboration to achieve a resolution that balances risk and member experience.
  • Review Public Donation Accounts and ensure documentation is stored in OnBase and posted on the intranet.
  • Keep abreast of all related compliance issues. Attend trainings to keep current on legal and compliance issues. Maintain an “Expert” level IRA Certification (CIS II) through a nationally accredited organization such as Ascensus.
  • Serve as back-up to Account Administrator including reviewing and approving annual IRS tax review related to special accounts.
  • Demonstrate organization and attention to detail. Organize workload to insure priority responsibilities are completed as scheduled and in a timely manner.
  • Share and communicate ideas and processes in verbal and written form in a clear and concise manner.
  • Must follow all BSA regulations, including completing CTR reports when applicable, reporting suspicious activity via SAR when applicable and completing annual training.
  • Support other Member Relationship Support functions such as processing Ancillary and Deposit Services requests.

Experience, Knowledge, Skills and Abilities:

Qualified candidates for this position will have relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without an accommodation.

Preferred qualifications for the position include:

One to two years of similar or related experience.


Equivalent to a high school education.

An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.

Physical Demands and Work Requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, the employee is frequently required to:

  • Work for extended periods of time in a stationary position (possibly up to 60 minutes or more without an opportunity to substantially change position) while consistently grasping, moving and manipulating documents, office supplies, computer equipment and other business tools and materials.
  • Use and operate a personal computer, office equipment and other technology devices frequently and consistently throughout each day with a high degree of skill, accuracy and independent judgment.
  • Move to, from and within our building and across company-related property site locations as needed, possibly for extended periods of time.
  • Correspond, communicate and exchange information with other employees, members and other third parties with whom we work in-person, via telephone, virtually or by other electronic means using available technology during meetings, presentations and other situations in which business information may be shared, discussed or exchanged.
  • Maintain professional and respectful communication style and steady work focus to ensure reactions and responses to varied situations, stress, ambiguity, frustration, disappointment and disagreements. Set an example to others of appropriate workplace communications while contributing to a strong, harmonious team dynamic.
  • Lift, transport and/or move up to approximately 25 lbs. occasionally in the performance of regular duties.
  • Remain alert and able to observe surrounding areas and conditions at all times to identify, recognize and respond to potential obstacles, safety concerns, hazards, threats, property conditions requiring attention, unauthorized and/or dangerous persons and emergencies.

Work Environment: Office-related work is primarily conducted in a temperature-controlled office environment. Our office spaces include traditional office lighting (including fluorescent lighting), as well as shared office spaces and facilities that result in consistent and frequent noise (moderate and often louder than ambient noise), conversations among employees and/or members, interruptions and other similar distractions. 

Work Hours: This job can typically be done within a Monday through Saturday schedule; however, based on events going on there will be times when evening and weekend work is required with little or no notice.

OCCU is an Equal Opportunity Employer