Member Service Estate Specialist

The Member Service Estate Specialist serves as the primary point of contact for managing all account-related matters following a member’s passing. This role requires a high level of empathy, professionalism, and technical knowledge to guide surviving family members, beneficiaries, and authorized representatives through the process of settling accounts. Responsibilities include verifying legal authority, processing deceased member accounts, handling Beneficiary IRAs, addressing outstanding loans and credit obligations, and ensuring full compliance with legal and regulatory requirements. The specialist collaborates closely with internal departments and external parties to ensure accurate, timely, and compassionate service delivery during a sensitive time.

#DupacoDifference.  https://www.youtube.com/watch?v=Oy_rZxNXcC8

Dupaco Values:

• Demonstrates Dupaco Values: Rooted In Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

You Will:

• Serve as the primary point of contact for handling all member service matters following a member's passing, providing compassionate and professional support to surviving family members, beneficiaries, and authorized representatives.
• Verify legal authority of individuals seeking to act on behalf of the deceased member, including validation of court-appointed documentation, powers of attorney, executor or administrator status, or small estate affidavits.
• Manage deceased member account closures and transitions, ensuring all account types are appropriately handled in compliance with credit union policy and legal requirements.
• Process and support Beneficiary IRAs, including proper transfer, payout options, required minimum distributions (RMDs), and tax implications in accordance with IRS rules. Working closely with Superior as the IRA consultant vendor.
• Review and resolve outstanding debts, including loans, credit cards, and lines of credit, ensuring accurate processing of balances, insurance claims, or charge-offs as applicable.
• Collaborate with internal departments (Member Solutions, Lending, Legal/Compliance) to ensure proper handling of accounts, loans, and Visa cards.
• Interpret and apply legal documents such as small estate affidavits, letters testamentary, and letters of administration to confirm authority and determine next steps.
• Maintain up-to-date knowledge of relevant legal and regulatory requirements, including probate laws, estate settlement, and account titling rules.
• Ensure compliance with internal policies, procedures, and applicable federal/state regulations (e.g., IRS, NCUA, state probate codes).
• Provide clear, sensitive, and timely communication to grieving members and beneficiaries throughout the process, recognizing the emotional nature of the interactions.
• Document member interactions and case progress clearly and accurately in the credit union’s systems to ensure continuity and audit readiness.
• Serve as a liaison with legal representatives, financial advisors, or other third parties as needed to support the account resolution process.
• Support process improvements and recommend updates to policies and procedures related to deceased member account handling.
• Conduct training or knowledge sharing with other staff on best practices for handling deceased member cases when needed. Including maintaining internal Knowledge Base, the Burst.
• Perform other duties as assigned.

You’ll Need:

• Bachelor’s degree in business, Finance, Legal Studies, or equivalent experience.
• 3–5 years of experience legal services, financial services, credit union or banking operations, member services, or estate-related account servicing.
• Prior experience handling deceased member accounts, estates, trust accounts, or beneficiary-related processes strongly preferred.
• Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various accounting programs and systems.
• Demonstrate complex problem solving and strong decision-making skills to solve problems in a timely manner.
• Strong interpersonal and communication skills to represent the Credit Union in a positive and professional way when dealing with membership, vendors, other financial institutions and other staff members.