Deposit Account Servicing - Member Beneficiary Support Advocate - Technician

TITLE: MEMBER BENEFICIARY SUPPORT ADVOCATE - TECHNICIAN
STATUS: NON-EXEMPT
REPORT TO: SUP - MEMBER BENEFICIARY SUPPORT AND ESCHEATMENT
DEPARTMENT: DEPOSIT ACCOUNT SERVICING
JOB CODE: 11617
PAY RANGE: $23.09 - $23.50 HOURLY

GENERAL DESCRIPTION:
As a proficient Member Beneficiary Support Advocate - Tech, you will be responsible for managing and executing the end-to-end process of handling accounts associated with deceased members with a high level of proficiency. Your primary role will involve verifying, documenting, and processing deceased member information in compliance with established policies and regulatory requirements. The position involves meticulous record-keeping, effective communication with internal teams, external third party and facilitating the closure of accounts in a sensitive and empathetic manner. The Member Beneficiary Support Advocate - Tech should have a strong attention to detail, understanding financial regulations, and the ability to navigate complex situations with professionalism and compassion. Additionally, the role may involve contact with legal and compliance departments to ensure adherence to industry standards. You will be required to handle large number of calls that could involve back-to-back calls with minimal downtime between interactions, while simultaneously navigating computer systems. Additionally, this role may involve supporting Dormant and Escheatment activities 25% of the time, depending on team needs and individual availability.
TASKS, DUTIES, FUNCTIONS:
1. Verification and Documentation: Verify and meticulously document all relevant information pertaining to deceased members, ensuring accuracy and completeness.
2. Legal Coordination: Collaborate with next of kin, and other relevant parties to obtain necessary documentation and information required for account closure showing empathy.
3. 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.
4. 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.
5. Communication: Strong written and verbal communication with internal teams, and family members, demonstrating professionalism and empathy during sensitive interactions.
6. 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.
7. Closure Process: Facilitate the smooth closure of deceased accounts by coordinating with different departments and overseeing necessary procedures.
8. Problem Resolution: Address and resolve issues or discrepancies with the ability to navigate complex situations with empathy, tact and diplomacy.
9. Training and Development: Stay informed about industry’s best practices and participate in training sessions to enhance proficiency in performing the tasks associated with deceased account processing.
10. 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.
11. Engagement Participation: Foster a positive, inclusive work environment that inspires others through words and actions; motivates other employees by embracing and practicing Golden 1’s mission, vision, and core values.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Proficient in using relevant computer applications and software.
2. Proven ability to analyze situations, identify issues, and implement effective solutions.
3. 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:
1. INTERNAL: Ability to collaborate and work effectively with cross- functional teams and internal stakeholders.
2. EXTERNAL: Collaborate with third party, members, and agencies.
QUALIFICATIONS:
1. EDUCATION: Minimum of a high school diploma or equivalent. A bachelor's degree in finance, accounting, business administration or a related field is preferred.
2. EXPERIENCE: 2 years of 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 s