Account Services Agent - Deceased Accounts

Job Description

Job Description

ABOUT US
Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work in Cincinnati since 2019 & recognized as a top workplace in the United States by USA Today in 2022, 2024 & in 2025! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every single team member makes a difference, and together we make an impacting the lives of our members.

Joining our team has its perks:

• Generous PTO Including Birthday PTO,
• Company Paid Group Life Insurance, 
• 401k Plan with Match of up to 5%,
• Short and Long-Term Disability, 
• Ample Growth Opportunities,
• Affordable Insurance Plans, 
• Employee Loan Discounts, 
• Wellness Program,
• 11 Paid Holidays,
• Profit Sharing,
• And More!

POSITION PURPOSE
Responsible for performing related accounting, clerical, and member service functions; Maintaining files and records; Handling questions and service requests concerning deceased accounts; Keeping informed of the status of the accounts and sending required notices and letters; Completing any required legal forms request and documents; Keeping the deceased account procedures and forms updated and overseeing related training; Keeping updated with any policy or procedure changes that concern deceased accounts; Attending any webinars or training available concerning deceased accounts.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Maintains the status of member's accounts by flagging a deceased status and placing notes on the member's account to assist credit union personnel. 
• Checks obituaries daily and runs a report against the credit union's database for any possible matches. Verifies documentation authenticating a death.
• Processes death certificates and estate paperwork received. Quality controls document to ensure they are scanned to the appropriate accounts, cabinets, and folders. 
• Communicates with the decedent's families with the utmost empathy. Provides help with decedent's spouses and family members concerning title work being transferred.
• Checks deceased accounts for Accidental Death & Dismemberment Insurance and CUNA Life & Disability Insurance. Assists the decedent's family with filing a claim.
• Collaborates with the Member Solutions (collections) department and informs them if there is a loan on a deceased account and if the decedent's family will be paying off, refinancing, surrendering the collateral, etc. 
• Closes zero balance Visa accounts and Capture Visa cards as needed on deceased accounts. Closes open lines of credit on an individual deceased account with a zero balance (or if there is no other person on the loan.

QUALIFICATIONS

EDUCATION/CERTIFICATION:
A high school graduate or equivalent.

REQUIRED KNOWLEDGE:
Knowledge of Ohio regulations.
Complete knowledge of Certificate programs.
Knowledge of Credit Union policies and procedures concerning accounts and compliance. 

EXPERIENCE REQUIRED:
One month or twelve months of similar or related experience.
Credit Union or financial institution experience desired.

SKILLS/ABILITIES:
Excellent telephone, communication, and public relations skills. 
Professional appearance, dress, and attitude.
Attentive to detail. 
Well organized and able to work independently. 
Good typing skills. 
Ability to operate required computer applications, calculators, and telephones.