Job Title: Member Beneficiary Support Advocate - TechnicianStatus: Non-exemptReports to: Supervisor - Member Beneficiary Support and EscheatmentDepartment: Deposit Account Servicing Job Code: 11617Pay Range: $23.10 - $23.50 Hourly Location: Hybrid in Sacramento, CAWHO 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.WHAT YOU'LL DO:
Verification and Documentation: Verify and meticulously document all relevant information pertaining to deceased members, ensuring accuracy and completeness.
Legal Coordination: Collaborate with next of kin, and other relevant parties to obtain necessary documentation and information required for account closure showing empathy.
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.
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.
Communication: Strong written and verbal communication with internal teams, and family members, demonstrating professionalism and empathy during sensitive interactions.
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.
Closure Process: Facilitate the smooth closure of deceased accounts by coordinating with different departments and overseeing necessary procedures.
Problem Resolution: Address and resolve issues or discrepancies with the ability to navigate complex situations with empathy, tact and diplomacy.
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.
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.
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.
QUALIFICIATIONS AND PREFERENCES:
H.S. Diploma or General Education Degree (GED) required
Bachelor’s Degree in finance, accounting, business administration or a related field preferred
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
1+ years experience with Escheatment and Dormant accounts required
3+ years experience in member service with strong background in operational knowledge in the financial industry required
WHY JOIN US:Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees…