Deposit Account Servicing - Member Beneficiary Support Advocate - Technician

Golden 1 Credit Union•Sacramento, CA

10d•Hybrid

About The Position

The Member Beneficiary Support Advocate - Technician supports families and other parties through deceased-member account processes. The role verifies and documents information, coordinates the collection of required documentation, ensures deceased-account procedures comply with regulations, maintains records, resolves discrepancies, and helps facilitate account closure. It also involves handling heavy phone volumes while meeting call-handling and performance expectations, coordinating across departments, participating in training and digital improvement projects, and contributing to an inclusive workplace grounded in Golden 1 Credit Union’s mission, vision, and values. This is a non-exempt position reporting to the Supervisor - Member Beneficiary Support and Escheatment. The position is hybrid in Sacramento, California.

Requirements

High school diploma or GED.
At least 2 years of hands-on experience specifically processing deceased accounts in the financial services industry.
At least 1 year of experience with escheatment and dormant accounts.
At least 3 years of member service experience, with a strong operational background in the financial industry.

Nice To Haves

Bachelor’s degree in finance, accounting, business administration, or a related field.

Responsibilities

Verify and carefully document information related to deceased members, ensuring records are accurate and complete.
Coordinate with next of kin and other relevant parties to obtain documentation and information needed for account closure, with empathy.
Stay current on financial industry regulations and ensure deceased-account procedures comply with applicable standards.
Complete required regulatory and compliance courses and apply the knowledge to daily work.
Maintain organized, detailed records of interactions, transactions, and communications related to deceased accounts.
Manage multiple tasks and sensitive deadlines through strong organization and time management.
Communicate professionally and empathetically with internal teams and family members.
Handle heavy call volumes while meeting call-handling expectations and key performance indicators, including resolution time, member satisfaction, and adherence to company protocols.
Coordinate with different departments and oversee procedures to facilitate closure of deceased accounts.
Address and resolve issues or discrepancies with empathy, tact, and diplomacy.
Stay informed about industry best practices and participate in training to improve proficiency in deceased-account processing.
Identify and propose digitally focused process optimizations to improve operational performance.
Support digitally focused project implementation, including testing new solutions.
Help foster a positive, inclusive workplace and motivate colleagues by practicing Golden 1’s mission, vision, and core values.