Member Beneficiary Support Advocate - Sr Specialist

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

THE DETAILS

Job Code:

11619

Grade:

18H

Status:

Non-exempt

POSITION AND PURPOSE

As an experienced Deceased Senior Specialist, you will be involved in managing and overseeing the financial and account-related aspects of complex deceased accounts. Responsible for researching and responding to complaints, escalations, and quality control findings. Support validation and testing new solutions while being intentional towards digital innovation and solutions. This senior level position plays a crucial role managing work assignments, daily reporting, and Data Change review to maintain the highest standards of accuracy and efficiency. The Deceased Senior Specialist should have an advanced understanding of financial regulations for deceased and escheatable accounts that will enhance the decision-making process. This role requires advanced knowledge of Dormant account handling and the Escheatment process and state laws that govern credit unions. Manage phone activity and provide phone cover for incoming calls when volume exceeds normal levels.

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 are a senior subject matter expert who provides leadership, guidance, and oversight for complex deceased account and escheatment activities. You excel at solving challenging problems, improving processes, mentoring others, and ensuring compliance with evolving regulatory requirements.

THE WORK

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Verification and Documentation: Monitor financial performance and make recommendations for improvement.

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Legal Coordination: Collaborate with legal teams to address complex legal issues related to deceased and escheatment, unclaimed property, and dormant account handling.

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Regulatory Compliance: Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Direct experience and deep understanding of escheat laws and regulations governing dormant accounts and unclaimed property at the federal, state, and local levels.

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Record-Keeping: Document deceased processes and provide guidance on best practices industry wide. Maintain detailed records of escheatment activities, ensuring proper documentation to retain institutional knowledge and ensure continuity.

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Communication: Keeping all relevant stakeholders informed about relevant trends, risks and providing clear communication of goals and performance expectations.

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Dormant and Escheatment: Proactively continues the continuous improvement of escheatment processes based on industry best practices and organizational needs.

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Work Assignments: Assigns daily work to team members, monitor phone calls to ensure all established KPI’s are met. Report daily progress and performance to management.

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Confidentiality: Commitment to maintaining the highest level of confidentiality and integrity, while adhering to privacy policy standards.

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Thorough Investigation: Conducting a comprehensive investigation to understand root cause of the problem, allowing for accurate and effective resolution that is documented for ongoing improvement.

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Problem Resolution: Utilize analytical and critical thinking skills to identify creative and practical solutions to the problem at hand.

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Training and Development: Promote cross-training within the team to broaden individuals’ skill sets and ensure team members understand each other’s roles and responsibilities.

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Digital Expectation: Clearly communicate the benefits and expected outcomes of the digital change to gain buy-in from others.

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Engagement Participation: Create a culture of open communication where team members feel comfortable expressing ideas, concerns, and feedback.

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 5 years in a related field preferred

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6+ years in complex deceased account processing within the financial services industry required

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5+ years with Escheatment and Dormant accounts laws and state regulations required

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7+ years in member service industry with a strong background in operational knowledge required

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Certification in deceased account handling or experience with deceased account processing and well equipped to handle the complexities and challenges associated with this role.

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Advanced knowledge in Escheatment and Dormant regulations governing unclaimed property at the federal, state, and local levels.

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Well versed in interpreting trust and court documents to ensure accurate and compliant estate handling, demonstrating strong legal comprehension.

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Proficient understanding of small estate affidavit thresholds.

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Advanced problem-solving skills and timely responses.

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Possess an advanced ability to navigate and resolve conflicts with discretion and professionalism, particularly in emotionally challenging situations.

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Advance in using systems, databases, and other relevant technologies.

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Responsible for Shared Branch Network research resolution, complaints and system upgrades.

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Independent self-motivated worker who takes initiative without need of supervision. Willingly takes on new tasks, explores opportunities for improvement, and goes beyond their assigned responsibilities without waiting for instructions.

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Highly flexible and adaptable to sudden changes in the work environment.

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Analyze situations and make critical informed decisions that support our strategic objectives.

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Possess a valid California driver's license required

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Escheatment and Dormant State law Certification required

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Certification specific to deceased account management 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, such as Sr. Managers, VP’s, Compliance and legal.

EXTERNAL:

Interact with outside council, Public Administrator, account holder of interest as well as third-party agencies when obtaining information relevant to deceased and escheatable accounts.

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.