Member Beneficiary Support Advocate - Technician

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11617

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

As a Proficient Deceased Account Tech, you will be responsible for managing and executing the end-to-end process of handling accounts associated with deceased members with a high level of proficiency. Your primary role will involve verifying, documenting, and processing deceased member information in compliance with established policies and regulatory requirements. The position involves meticulous record-keeping, effective communication with internal teams, external third party and facilitating the closure of accounts in a sensitive and empathetic manner. The Deceased Account Tech should have a strong attention to detail, understanding of financial regulations, and the ability to navigate complex situations with professionalism and compassion. Additionally, the role may involve contact with legal and compliance departments to ensure adherence to industry standards. You will be required to handle large number of calls that could involve back-to-back calls with minimal downtime between interactions, while simultaneously navigating computer systems.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You bring empathy, accuracy, and professionalism to every interaction during sensitive life events. You are skilled at guiding families through deceased account processes, ensuring regulatory compliance, maintaining detailed records, and handling complex situations with care and respect.

THE WORK

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Verification and Documentation: Verify and meticulously document all relevant information pertaining to deceased members, ensuring accuracy and completeness.

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Legal Coordination: Collaborate with next of kin, and other relevant parties to obtain necessary documentation and information required for account closure showing empathy.

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Regulatory Compliance: Stay updated on financial industry regulations and ensure that all procedures related to deceased accounts adhere to these standards. Must successfully maintain all regulatory and compliance courses and apply knowledge to daily tasks.

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Record-Keeping: Maintain organized and detailed records of all interactions, transactions, and communications related to deceased accounts. Excellent organizational skills and time management to manage multiple tasks and meet sensitive deadlines.

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Communication: Strong written and verbal communication with internal teams, and family members, demonstrating professionalism and empathy during sensitive interactions.

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Phone Call responsibilities: Manage heavy call volumes while maintaining call handling times and being evaluated on key performance indicators, such as call resolution time, member satisfaction and adherence to company protocols.

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Closure Process: Facilitate the smooth closure of deceased accounts by coordinating with different departments and overseeing necessary procedures.

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Problem Resolution: Address and resolve issues or discrepancies with the ability to navigate complex situations with empathy, tact and diplomacy.

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Training and Development: Stay informed about industry best practices and participate in training sessions to enhance proficiency in performing the tasks associated with deceased account processing.

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Digital Expectation: Identify and propose process optimization, with a digital innovation focus, to enhance the operational performance. Support implementation of digitally focused projects, which include participating in testing new solutions.

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Engagement Participation: Foster a positive, inclusive work environment that inspires others through words and actions; motivate other employees by embracing and practicing Golden 1’s mission, vison, and core values.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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Bachelor’s Degree in finance, accounting, business administration or a related field preferred

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2+ years hands-on experience specifically in deceased account processing within the financial services industry, demonstrating a deep understanding of the intricacies and sensitivity involved in managing such accounts required

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1+ years experience with Escheatment and Dormant accounts required

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3+ years experience in member service with strong background in operational knowledge in the financial industry required

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Certification on deceased account handling or experience and skills as a deceased account processor well equipped to handle the complexities and challenges associated with this role.

* Strong problem- solving skills.

* Proficient communication and interpersonal skills.

* Detailed- oriented with excellent organizational abilities.

* Ability to multi-task with a high level of accuracy.

* Reliability and can be counted on to be present.

* Ability to work independently.

* Ability to work in a fast-paced environment.

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Possess a valid California driver's license required

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Escheatment and Dormant Certification within one year of entering the role required

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Certification specific to deceased account management within one year of entering the role required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Ability to collaborate and work effectively with cross- functional teams and internal stakeholders.

EXTERNAL:

Collaborate with third party, members, and agencies.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.