Deceased Accounts Specialist

The Deceased Accounts Specialist is responsible for managing all member accounts impacted by a death, ensuring compassionate communication, accurate documentation, and full compliance with probate, estate, and regulatory requirements. This role serves as the primary point of contact for families, executors, attorneys, and internal teams. The ideal candidate must be knowledgeable in probate processes, estate documentation, and relevant financial regulations to ensure accounts are handled correctly and efficiently. The role demands professionalism, diplomacy, and accuracy in all interactions with members.

Legal & Regulatory Management

• Interpret probate and estate documents including death certificates, Letters Testamentary/Administration, wills, trusts, and affidavits.
• Apply state probate laws and internal policies to determine proper account handling.
• Ensure compliance with Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices (FDCP) acts, and the Unfair, Deceptive, or Abusive Acts and Practices (UDAAP), as applicable.
• Review and understand loan documents and security instruments to determine next steps for outstanding loans.
• Identify and escalate potential fraud or unauthorized activity.
  
  
  

Estate Account Administration

• Manage the full deceased-account workflow from notification through final resolution.
• Coordinate account freezes, share closures, loan handling, and estate disbursements.
• Track timelines for probate filings, court orders, and estate settlements.
• Maintain accurate, audit-ready documentation for all deceased accounts.
• Ensure proper retention and organization of all estate-related documents.
  
  
  

Member Support & Communication

• Serve as the primary liaison for families, executors, attorneys, and third-party partners.
• Provide clear, compassionate guidance on required documents and next steps.
• Maintain consistent follow-up and case updates.
• Document all interactions in the account system.
• Build strong internal relationships with Member Solutions, Lending, Operations, and Legal to ensure smooth case progression.
  
  
  

Risk, Reporting, & Collaboration

• Monitor accounts for compliance and regulatory adherence.
• Prepare internal reports on deceased-account volume, status, and risk.
• Recommend process improvements to strengthen accuracy and efficiency.
• Support audits, regulatory reviews, and internal quality checks.
• Assist in training associates on deceased-account procedures and documentation standards.
• Support other team members as needed and contribute to overall department goals.
• Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.
• High school diploma required; Paralegal certification or equivalent experience strongly preferred.
• 3 years of experience with probate or estate administration required.
• Financial institution experience (credit union or banking) preferred.
• Strong understanding of legal documentation including wills, trusts, and court-issued estate documents.
• Microsoft Office Suite (Excel, Word, Outlook).
• Excellent communication and relationship-building skills.
• Ability to handle sensitive member situations with professionalism, empathy, and discretion.
• Strong organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
• Capability to work both independently and in a team environment.
• Professional appearance, punctuality, and a cooperative attitude towards colleagues and members.
  
  
  

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.