Beneficiary Services Representative I

OE Federal Credit Union•Livermore, CA

9d•$23 - $26•Onsite

About The Position

As the central point of contact and liaison, you will provide compassionate support to members and their family members who have recently experienced the loss of a loved one. Serving as a bridge between grieving families and internal credit union departments, you will coordinate communication, guide families through necessary processes, and ensure their needs are addressed with empathy, dignity, and care. Through proactive support and seamless collaboration, you will help deliver a thoughtful and respectful experience during one of life’s most difficult moments, ensuring our members and their loved ones receive the service and compassion they deserve.

Requirements

High School Diploma/GED and minimum 2 years of work experience in a similar role required.
Excellent interpersonal, verbal and written communication skills required.

Nice To Haves

Effective organizational, multi-tasking and prioritizing skills preferred.
Proficiency with Microsoft Word, Excel and Outlook preferred.
Bilingual in English and Spanish preferred.

Responsibilities

Receive a moderate volume of incoming member and employee support calls daily.
Serve as the primary point of contact for death notification and survivor assistance.
Provide compassionate, ongoing support to surviving family members and beneficiaries.
Coordinate with internal departments to facilitate account, loan, and estate-related requests.
Communicate documentation requirements and guide families through credit union processes.
Monitor and track open items to ensure timely and accurate resolution.
Advocate for members’ families by delivering a seamless, respectful, and caring experience.
Facilitate requests with key team members of the credit union including Account Services, Lending, Loan Operations, Collections, Risk Management, Digital Banking, and Estate/Legal Support functions.
Work with each department to understand their responsibility related to account or ownership maintenance, loan obligations, beneficiary claims, fraud monitoring, documentation requirements, tracking the status of open items, and keeping families informed throughout the process.
Manage the complete lifecycle of deceased member cases from notification to closure.
Educate and cross-sell members on the credit union’s product and service offerings that can help them meet and exceed their financial needs.
Collaborate seamlessly with colleagues from across departments and branches to deliver optimal and efficient service to our members. Uphold a standard of professionalism actively fostering positive relationships internally and externally.
Develop and maintain a comprehensive understanding of the credit union’s products and services, ensuring compliance with applicable Federal and State laws, Credit Union banking regulations, and OE Federal Credit Union’s policies and procedures and current promotions.
Perform other related duties as assigned.

Benefits

Medical, dental and vision benefits that cover the employee, spouse and dependents
Retiree medical benefits
A defined benefit Pension Plan with 100% employer contributions of $3.50/hour
$10,000 Life Insurance
$5,000 Accidental Death and Dismemberment
11 ½ Paid Holidays per year
17 days of Paid Time Off (PTO) to start
Annual Performance Bonus Program – Up to 5% of employee’s annual base paid on December 15thof each year
A 401(k) plan
OE Federal Membership for you and your Family
Employee loan discounts
Casual dress code