Supervisor, Deceased Account Servicing

BECU•Lexington, KY

11d•Hybrid

About The Position

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits? Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference. While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU. In this role, you’ll lead a highly skilled and collaborative team responsible for managing the deceased accounts servicing channel—a critical function that ensures accuracy, compliance, and care during a sensitive time for our members’ families. You’ll guide the team through a major transformation as we roll out a new end-to-end service model in early 2026, improving efficiency, reducing delays, and enhancing the member experience. Your leadership will foster trust, drive performance, and empower the team to deliver exceptional service while maintaining compliance and quality standards. To join our dynamic team in this role, we require candidates to be residents of WA, OR, ID, CA, AZ, TX, NC, SC, GA or VA. If you’re located in Washington state and within a reasonable driving distance to our Tukwila Headquarters (TFC), we encourage you come into the office on Tuesdays & Wednesdays each week. For those candidates that live outside the commutable distance to TFC and in any of our approved remote work locations, this role will be primarily remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment. This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered.

Requirements

Associate’s degree in business or equivalent work/education experience.
Typically requires a minimum of 3 years of experience in operational and/or processing functions with knowledge of banking rules and regulations.
Typically requires at least 1 year of leadership experience.

Nice To Haves

Knowledge of RCW (Washington state laws) and beneficiary processes.
Service-minded with a strong background in member servicing.
Familiarity with systems like DNA and Gateway.
Background in deceased account servicing.
Leadership, project management, and organizational skills.
Analytical and problem-solving abilities to resolve compliance issues effectively.
Interpersonal, verbal, and written communication skills.

Responsibilities

Lead Daily Operations: Supervise the day-to-day activities of the deceased account channel, ensuring accuracy and compliance in all servicing tasks.
Be the Go-To Problem Solver: Provide support and resolution for escalated issues, acting as a resource for team members and stakeholders.
Collaborate Across Teams: Attend meetings with business stakeholders, compliance, legal, retail, and contact center partners to align priorities and processes.
Develop Expertise: Build SME-level knowledge in deceased account servicing and share insights to strengthen team capabilities.
Monitor and Optimize Performance: Track SLA adherence, organize workflows and schedules for a remote team, and implement process improvements.
Drive Strategic Initiatives: Lead the rollout of the new service model in Q1 2026, ensuring smooth implementation and adoption.
Coach and Mentor: Build trust with a tenured team, provide ongoing feedback, and support professional growth.
Champion Member Experience: Support outbound communication initiatives to representatives of deceased members, reducing stress and improving efficiency.
Maintain Compliance: Ensure adherence to federal, state, and regulatory requirements while managing audit and reporting processes.