Deposit Account Servicing - Member Beneficiary Support Advocate - Technician
About The Position
The Member Beneficiary Support Advocate - Technician supports deceased-member account processing at Golden 1 Credit Union. The role guides families and other parties through sensitive account matters with empathy, accuracy, and professionalism while ensuring regulatory compliance and complete documentation. Responsibilities include verifying information, coordinating documents needed for account closure, maintaining records, resolving discrepancies, and working with internal departments. The position handles heavy phone call volumes and is evaluated on call-related performance indicators, including resolution time, member satisfaction, and adherence to company protocols. It also supports process optimization and digitally focused projects, including testing new solutions, and contributes to an inclusive workplace aligned with Golden 1’s mission, vision, and core values. This is a hybrid position in Sacramento, California. The role is non-exempt and reports to the Supervisor - Member Beneficiary Support and Escheatment. The listed pay range is $23.10–$23.50 per hour.
Requirements
- High school diploma or General Education Degree (GED).
- At least 2 years of hands-on deceased account processing experience 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 strong operational knowledge in the financial industry.
Nice To Haves
- Bachelor’s degree in finance, accounting, business administration, or a related field.
Responsibilities
- Verify and thoroughly document relevant information about deceased members.
- Coordinate with next of kin and other relevant parties to obtain documentation and information needed for account closure, communicating with empathy.
- Maintain current knowledge of financial industry regulations, complete required compliance courses, and apply that knowledge to daily work.
- Keep organized, detailed records of interactions, transactions, and communications related to deceased accounts.
- Manage multiple tasks and sensitive deadlines using strong organizational and time-management skills.
- Communicate professionally and empathetically with internal teams and family members.
- Handle heavy call volumes while meeting call-handling expectations and performance indicators, including call resolution time, member satisfaction, and protocol adherence.
- Coordinate with departments and oversee procedures to facilitate closure of deceased accounts.
- Address and resolve issues or discrepancies with empathy, tact, and diplomacy.
- Participate in training and stay informed about industry best practices for deceased account processing.
- Identify and propose digitally focused process improvements and support digital projects, including testing new solutions.
- Help foster a positive, inclusive work environment and model Golden 1’s mission, vision, and core values.
Benefits
- Market-competitive and internally equitable total rewards compensation package.
- Well-being and work-life balance programs.
- Career development and growth.
- Rewards and recognition.
- Commitment to Diversity, Equity and Inclusion.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
