Certificates, IRA & Tax Reporting Representative I/II

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

HOURS FOR POSITION: Monday - Friday 8:00am - 4:30pm

Hiring Range - $23.06 /hr - $28.83 /hr

Summary

The Certificates, IRA and Tax Reporting Representative I provides daily support to members and the frontline staff, regarding all Deposit Product Rates, Share Certificates, Individual Retirement Accounts (IRA) and Trust Accounts. The Representative is responsible for upholding organizational values, responding promptly to customer needs and displaying courtesy and sensitivity while managing difficult or emotional member situations. This position is the subject matter expert and independently answers all deposit-related interest questions.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS

• Provides exceptional member service for products including, but not limited,

to Share Certificates, Individual Retirement Accounts (IRA) and Trust Accounts.

• Serves as the subject matter expert to frontline staff for all CD-related

questions and independently answers all CD-related questions from frontline staff and members. The Certificates Representative identifies, answers and resolves all deposit-related interest questions, not just CD account interest.

• Serves as a resources to front line staff and other employees regarding

information information about Share Certificates, IRA’s and Trust Accounts.

• Proficiently processes transactions including: opening new CDs, CD

additions/withdrawals, closing CDs, Bump-up Authorizations, CD add/change ownership and any other transactions associated with regular CD

• Proficiently utilizes the Early Withdrawal Penalties calculation and posts

certificate early withdrawal penalties

• Communicates with members on all things related to CDs, IRAs and Trust
• Determines if IRA transactions comply with Internal Revenue Code (IRC) and

refers any questionable transactions to the Certificates, IRA and Tax Reporting Senior and/or Manager.

• Proficiently distributes official checks for CD withdrawals and official

check requests from Records

• Verifies daily reports such as new deposit products reports, Deceased IRA

report, Rate Change Report, Escheat Reports and other reports as needed.

REQUIRED QUALIFICATIONS

• High School Diploma and three years of related transaction channel processing

experience

• Prefer a current and active knowledge of regulations and legal environment

governing transaction channel processing

COMPETENCIES

• Adapts well to changes in the work environment and ability to change approach

or methods to processes to best fit the situation or work flow process.

• Ability to treat others with respect while inspiring the trust of others.

Works with integrity and

• Ability to effectively exchange information and provide explanation in

one-on-one situations with members or employees as well as external companies in person or over the phone.

• Ability to express both verbal and written communication in a clear and

concise Incumbent should also keep others adequately informed and have the ability to follow detailed written and oral instructions.

• Ability to offer assistance and support to co-workers, establish and maintain

effective relations and exhibit tact and consideration.

• Ability to keep emotions under control, maintain objectivity and encourage

open

• Ability to prioritize and plan work activities while using time Will also be

able to integrate changes smoothly.

• Ability to identify problems in a timely manner as well as solve practical

problems and deal with a variety of variables in the work place and take responsibility for own Incumbent will follow instructions and respond to management direction.

• Must provide reliable and accurate information to members’ and instill

customer confidence while supporting organizational values. Incumbent will demonstrate accuracy and thoroughness while monitoring own work to ensure He/she will also meet productivity standards and complete work in a timely matter in order to meet established goals.

• Ability to work under stressful conditions in a production environment with

effective multi-tasking techniques exhibited. Incumbent will display a willingness to make decisions and support and explain reasoning for decision

• Ability to arrive to work consistently and timely per Tower’s attendance

guidelines and ensures work responsibilities are covered when absent.

• Able to get along with colleagues and supervisors exhibiting role model team

based Incumbent will exhibit confidence in self and others while inspiring trust and respect.

• Ability to maintain confidential information at all
• Ability to respond to sensitive inquiries and complaints
• Must reflect a mature and positive emotional intelligence when interacting

with

• Must become familiar with Trust Account applications and Tower’s

Certification of Trust, IRA software as a General User and IRA account transactions such as contributions, distributions and IRA Federal withholding.

• Must become familiar with W-8BEN, W-9, the 1099INT, 1099R, 1042-S and 5498

tax reporting guidelines and

• Must become familiar with the State of MD Escheat
• Has knowledge of and adheres to credit union policies and procedures and all

regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

WORKING CONDITIONS

• Full Time typically working a Monday – Friday, 8:00 – 4:30 m. schedule.
• Sitting for long periods of time
• Extended use of a Personal Computer and associated software
• Daily use of phone to handle inquiries and member requests
• Ability to sit, stand and walk for extended periods and demonstrate

sufficient dexterity and vision to operate a variety of office equipment.

• Ability to lift up to 20 with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work

schedule when operating conditions dictate

Other duties as assigned to meet business needs.