Division: Bank Operations

Department: IRA Services

Reports to: AVP, Deposit Operations Officer

Status: Exempt/Officer

Grade: 9

Location: 99 North Street, Pittsfield, MA

Purpose/Objective:

Serves as an IRA and Health Savings Account resource for all customer service teams to ensure high level of productivity, excellent customer service, and transactions are handled according to procedure and comply with tax and regulatory requirements. Supervises, motivates, and develops performance of retirement staff. Responsible for the administration of the Retirement and Health Savings deposit accounts including required core system updates, testing, conversions, acquisitions and accuracy of customer tax forms and state reporting files.

Key Accountabilities:

• Oversees bank-wide IRA and Health Savings Account transactions to ensure a high level of quality customer service while complying with procedures and regulations. Tracks errors and provides feedback to customer service teams. Handles customer inquiries and resolves issues, serves as a resource to customer service teams and Wealth Management regarding IRA and Health Saving Accounts. Supports customer service team initiatives to retain existing accounts and further growth of portfolio. Keeps abreast of IRA and Health Savings Account regulations, maintains and updates procedures to ensure compliance with banking laws, and regulations, and communicates to staff and customer service teams. 40%
• Coordinates, directs, and prioritizes workflow of IRA and Health Savings Account operations and administrative functions. Manages staff schedule and activities, sets goals and completes performance appraisals of retirement staff. 25%
• Leads projects for product development, implementation and system conversion or upgrades. Leads retirement team for all acquisition projects. Responsible for all customer communication regarding IRA or Health Savings Accounts. Reviews all marketing material and is responsible for maintaining and updating all IRA and Health Savings Account forms and procedures. Attends Bank Control Committee meetings and submits bank control updates.20%
• Works with IT to ensure compliance and timely processing of IRA and Health Savings accounts annual statements, tax documents, and state reporting files.10%
• Ensures Treasury purchases are executed in compliance with regulations. Oversees annual filing to government agencies. 5%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:

• College degree preferred or equivalent work-related experience

Experience:

• 7-10+ years of experience in retirement accounts

Skills & Knowledge:

• Comprehensive knowledge of IRA and Health Savings Accounts
• Strong written and verbal communication skills
• High level customer service skills
• Proficient computer and Microsoft Office Suite knowledge
• Strong organization & analytical skills
• Work well under pressure to meet deadlines while maintaining a high level of accuracy

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.