Deposit Account Servicing - Member Beneficiary Support Advocate - Specialist

Deposit Account Servicing - Member Beneficiary Support Advocate - Specialist Job Description TITLE: MEMBER BENEFICIARY SUPPORT ADVOCATE - SPECIALIST STATUS: NON-EXEMPT REPORT TO: SUP - MEMBER BENEFICIARY SUPPORT & ESCHEATMENT DEPARTMENT: DEPOSIT ACCOUNT SERVICING JOB CODE: 11618 PAY RANGE: $25.40 - $31.00 HOURLY General Description As an experienced Member Beneficiary Support Advocate – Specialist, you will be responsible for supporting deceased staff in conjunction with supporting project improvements. This position requires an advanced level of knowledge about complex deceased processing and collaboration with cross‑functional teams. Your primary role will involve verifying documentation, to ensure everything is in place prior to approving disbursement for deceased accounts in compliance with established policies and regulatory requirements. This experienced level position plays a crucial role in driving and implementing digital innovation and being a key participant with system validations. Responsible for effectively managing work queues, prioritizing tasks, and ensuring the completion of daily quality control checks to maintain the highest standards of accuracy and efficiency. The Member Beneficiary Support Advocate – Specialist should be well versed and understand financial regulations and the ability to navigate complex situations with professionalism and compassion. Additionally, the role will involve collaborating with legal and compliance to ensure adherence to industry standards and diligently safeguard the best interests of the credit union, ensuring prudent financial practices and strategic decision‑making. This role requires you to have a cross knowledge of dormant account handling and the escheatment process. Provide phone cover for incoming calls when volume exceeds normal levels. Tasks, Duties & Functions Verification and Documentation: Display meticulous attention to detail and ensure all pertinent documents are accounted for that pertain to the deceased case. Interpret probate, letters of testamentary and trust documents. Legal Coordination: Collaborate with legal representatives, next of kin, and other relevant parties to confirm necessary documentation is obtained and accurate prior to approving disbursement and account closure. 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. Record‑Keeping: Maintain detailed procedures and current forms related to deceased accounts. Review daily reporting to effectively manage queues and reassign work as needed. Communication: Keep all relevant stakeholders informed about the progress of the cases, providing clear and transparent communication. Dormant and Escheatment: Has a firm understanding of the dormant and escheatment process and state law requirements. Assist with making outbound calls to unite individuals with funds and reduce escheatment volumes. Work Assignments: Manage daily reporting and queue management that includes phone responsibilities and mail distribution. Closure Process: Accurately document actions taken, and outcomes achieved for continuous improvement when settling an account. Perform 2 nd line monitoring to ensure policy guidelines are followed. Problem Resolution: Take ownership and resolve complex issues with tact and diplomacy. Training and Development: Stay informed about industry’s best practices and lead training sessions to help develop peers and ensure they are equipped with the knowledge to meet organizational goals. Digital Expectation: Identify and create digital opportunities for faster, easier account resolution. Remain involved with organizational changes that include technology‑driven strategies to enhance the deceased process. Engagement Participation: Encourage an inclusive environment that values diverse perspectives and backgrounds that align with Golden 1’s mission, vision, and core values. Physical Skills, Abilities, and Exertion Utilized Proficient in using relevant computer applications and software. Proven ability to analyze situations, identify issues, and implement effective solutions. Familiarity with industry trends and a proactive approach to process improvement. High levels of empathy and sensitivity, recognizing the emotional nature of deceased account processing and the need for compassionate communication when interacting with grieving family members. Organizational Contacts & Relationships Internal: Ability to collaborate and work effectively with cross‑functional teams and internal stakeholders, including compliance and legal. External: Interact with outside counsel, Public Administrator, account holder of interest as well as third‑party agencies when obtaining information relevant to the deceased case. Qualifications Educational Requirements Minimum of a high school diploma or equivalent. A bachelor's degree in finance, accounting, business administration or 3 years in a related field is preferred. Experience 4 years of experience in complex deceased account processing within the financial services industry, demonstrating a deep understanding of the intricacies and sensitivity involved in managing such accounts. 3 years of experience with escheatment and dormant accounts laws and state regulations. 5 years of experience in member service with a strong background in operational knowledge in the financial industry. Demonstrate leadership to guide a team effectively. Advanced knowledge of legal considerations related to deceased accounts, estate planning, probate processes, and other relevant relationships. Strong understanding of escheat laws governing dormant accounts and unclaimed property. Knowledge / Skills 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. In‑depth knowledge in escheatment and dormant regulations governing property at the federal, state, and local levels. Ability to interpret trust and court documents to ensure accurate and compliant estate handling, demonstrating legal comprehension. Understand small estate affidavit thresholds. Advanced problem‑solving skills and timely responses. Ability to navigate and resolve conflicts with discretion and professionalism, particularly in emotionally challenging situations. Proficient in using systems, databases, and other relevant technologies. Independent self‑motivated worker who takes initiative without need of supervision. The ability to adapt to changes in the work environment or unexpected challenges. Analyze situations and make critical informed decisions and think strategically. Physical Requirements Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Extensive PC data entry and processing throughout the workday. Licenses / Certifications Possess a valid California driver's license. Escheatment and dormant certification. Certification specific to deceased account management. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr