Job Title: Account Representative Sr.

Position Location: Raleigh, NC. Hybrid, must live locally.

Job Summary:

The Sr. Account Representative resolves member issues and requests through multiple service channels, including phone, email, and mail. This role supports the maintenance and processing of transactions across share accounts, general ledger accounts, and loans.

Responsibilities include maintaining account records, processing corrections and share adjustments to ensure accuracy, and providing support in training and onboarding new team members. The position requires a strong focus on accuracy, compliance, and delivering superior standard member service.

As a key contributor to the Coastal team, your responsibilities will be:

(50%) Wire Processing Within Policy Limits

• Process outgoing domestic and international wire transfers via phone in an accurate, timely, and efficient manner.
• Verify member authorization and ensure all required documentation and authentication steps are completed prior to processing.
• Process incoming wire transfers in accordance with established procedures and service level expectations.
• Research and resolve complex wire-related issues, including potential fraud concerns, discrepancies, and return of funds, ensuring compliance with policy and regulatory requirements.

(20%) IRA Processing: Regulatory Compliance & Accuracy

• Process IRA transactions including transfers, distributions, rollovers, conversions, death claims, and account closures in compliance with IRS regulations and internal policies.
• Perform IRA/HSA transaction validation to support Account Representatives, ensuring accuracy and adherence to guidelines.
• Conduct monthly audits of IRA retail transaction reports to ensure accuracy, identify discrepancies, and maintain compliance.
• Review all related tax forms for completeness, accuracy, and regulatory compliance.
• Stay current on IRS regulatory changes, contribution limits, and reporting requirements to ensure ongoing compliance.

(20%) Account Maintenance: Accuracy, Efficiency & Member Support

• Utilize multiple systems simultaneously to research and resolve complex member issues efficiently and accurately.
• Review, understand, and perform recalculations of dividends on share accounts to ensure accuracy.
• Process PTM corrections and ATM adjustments to ensure transactions are completed accurately and in accordance with policy.
• Accurately process high-volume transactions while maintaining quality and compliance standards.
• Research and resolve member and account-related issues in a timely and effective manner.
• Respond to member inquiries related to accounts, tax forms, statements, and check copies via messaging, phone, and email.
• Handle incoming mail requests, as well as member and employee inquiries, in accordance with service standards.
• Review and process electronic message requests with accuracy and timeliness.
• Process requests, Verification of Deposit (VOD), change of address, Deluxe check orders, and Medicaid/SSN verifications.
• Research and respond to legal and regulatory requests, including Powers of Attorney (POA), court orders, subpoenas, writs, garnishments, and levies, ensuring compliance with applicable laws and internal procedures.

(10%) System Release/Process Improvement Enhancements

• Perform testing for system releases and process improvements to ensure functionality, accuracy, and alignment with business requirements.
• Train team and communicate updates related to system releases and process changes to ensure understanding and adoption.
• Contribute to the review, development, and updating of procedures to reflect system enhancements and process improvements.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Three years of call center or account processing experience within a financial institution.
• IRA transaction experience preferred.
• Experience processing domestic and/or international wire transfers preferred.
• Strong data entry experience with a high level of accuracy and attention to detail.

Education:

• High School diploma or equivalent

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 7/3/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans