Estate Account Specialist

Job Description

Job Description

Position Summary:

The position of Estate Account Specialist will settle, close or transfer deceased member accounts accurately while reducing legal and financial liability for the organization. This position is the primary contact between beneficiaries, legal representatives, and the financial institution. This position is responsible for adhering to all state and federal regulations regarding trusts, estates and fiduciary accounts. Review and verify death certificates, wills, trusts, and court documents. 

The Estate Account Specialist position is also responsible for answering questions regarding credit union products and services. Serves as a resource to members, non-members, branch, and call center team members by responding to questions and conducting research regarding operational policies and procedures, and transactions. Provide prompt, professional, and accurate information and assistance through Service Portal tickets, phone, and email channels as it pertains to decedent accounts. 

The Estate Account Specialist will maintain service standards set by the organization. 

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent. 
• Minimum 3 years of experience in working in a specific decedent account role. 
• Ability to work with all levels of management and credit union staff by phone and email
• Effective organizational and time management skills
• Effective interpersonal, oral, and written communication skills
• Strong analytical skills with attention to detail
• Ability to work independently with minimal supervision
• Ability to work effectively under pressure and with large volumes of work, with ability to be adaptable and flexible with changing priorities
• Ability to analyze fiduciary, court, and estate documents
• Demonstrated knowledge of credit union policies and procedures
• Detail oriented with ability to work under pressure.
• Organizational skills sufficient to plan work, balance priorities and meet deadlines.
• Excellent computer skills, to include MS Office applications
• Working knowledge of federal and state laws and regulations

Essential Duties and Responsibilities

• Assist in the development, implementation, and maintenance of credit union procedures as they relate to efficiently maintaining decedent accounts and procedures for compliance with state and federal laws and regulations. 
• Responsible for taking ownership and answering questions in a courteous, respectful, accurate, supportive, and timely manner.
• Must have a strong understanding of probate rules, estate laws and credit union procedures. 
• Research and resolve complex situations, providing detailed explanations or descriptions of transactions.
• Prepare difficult situations with an executive summary for Executive Management to understand and forward to legal for expert advice and guidance. 
• Execute first call resolution; may require research, follow-up, and/or return calls. 
• Responsible for the accurate and timely processing, reviewing, and analyzing of court orders, estates, guardianships, trusts, power of attorneys, and any documentation presented on decedent accounts. Identify potential problems and critically think through the overall risk.
• Assist with tracking and maintaining documentation for problems as needed. Review and provide direction on the acceptance of court-initiated documents including, but not limited to Estates, Guardianships, Trusts, Power of Attorneys, and any documentation presented on decedent accounts.
• Conduct audits on decedent related accounts and other areas as needed
• Review and verify decedent related documentation received are compliant with state and federal laws and credit union policy and procedures.
• Correspond with member, non-member and government agencies as needed regarding court-initiated documents, or other documents needed for decedent requests. 
• Identify weaknesses or deficiencies in operational procedures and recommend solutions to standardize and optimize key processes that influence member satisfaction and/or employee productivity.
• Update procedures as gaps are identified and in coordination with regulatory changes for management approval and published in the Operations Manual.
• Maintain current in-depth knowledge of credit union services, policies, procedures, and programs, especially those related to decedent accounts. 
• Collaborate with colleagues, branch staff, as well as internal team members, external members and non-members with the highest level of professionalism, courteousness, respect, and attentiveness.
• Contribute to process and system enhancements as needed. 
• Process assigned reports as needed. 
• Provide members, non-members and credit union staff assistance in all aspects of decedent documents. 
• Participate in AML/BSA compliance training as assigned. Adhere to Credit Union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties and Responsibilities

• Perform other duties as assigned
• Support management with department projects and special assignments as needed.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Monday - Friday: 8:00am/5:00pm
Saturday/Sunday: OFF
Full Time - 40 hours a week