Deposit Account Servicing - Member Beneficiary Support Advocate - Technician

Golden 1 Credit Union; Sacramento (CA); Hybrid; USD 32,000 - 33,000; Full time

Job summary

Golden 1 Credit Union is hiring a Member Beneficiary Support Advocate - Technician to handle deceased member accounts. You will verify details, coordinate with next of kin, and ensure regulatory compliance while maintaining detailed records.

The role requires empathy, precision, and strong written and verbal communication with internal teams and families. You will manage high call volumes, support cross-department closures, and participate in training while seeking digital process improvements.

Qualifications

• HS Diploma or GED required.
• Bachelor’s degree in finance, accounting, business admin or related field preferred.
• 2+ years in deceased account processing within financial services.
• 1+ years in Escheatment and Dormant accounts.
• 3+ years in member service with operational knowledge in financial industry.

Responsibilities

• Verify and meticulously document all information related to deceased members.
• Coordinate with next of kin and parties to obtain documentation for account closure.
• Ensure procedures align with regulatory standards; complete compliance training.
• Maintain organized records of interactions, transactions and communications.
• Communicate with internal teams and family members with empathy and professionalism.
• Manage heavy call volumes while tracking KPIs like call resolution and member satisfaction.
• Facilitate smooth closure of deceased accounts across departments.
• Address issues with diplomacy and accuracy; resolve discrepancies.
• Stay informed on industry best practices and participate in training.
• Identify opportunities for process optimization with a digital focus.

Skills

Empathy

Accuracy

Professionalism

Regulatory compliance

Documentation

Communication

Problem resolution

Digital process improvement

Education

HS Diploma or GED

Bachelor’s degree in finance/accounting/business

Job description

Job Title: Member Beneficiary Support Advocate - Technician
Status: Non-exempt
Reports to: Supervisor - Member Beneficiary Support and Escheatment
Department: Deposit Account Servicing
Job Code: 11617
Pay Range: $23.10 - $23.50 Hourly
Location: Hybrid in Sacramento, CA

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You bring empathy, accuracy, and professionalism to every interaction during sensitive life events. You are skilled at guiding families through deceased account processes, ensuring regulatory compliance, maintaining detailed records, and handling complex situations with care and respect.

What You'll Do

• Verification and Documentation: Verify and meticulously document all relevant information pertaining to deceased members, ensuring accuracy and completeness.
• Legal Coordination: Collaborate with next of kin, and other relevant parties to obtain necessary documentation and information required for account closure showing empathy.
• Regulatory Compliance: Stay updated on financial industry regulations and ensure that all procedures related to deceased accounts adhere to these standards. Must successfully maintain all regulatory and compliance courses and apply knowledge to daily tasks.
• Record-Keeping: Maintain organized and detailed records of all interactions, transactions, and communications related to deceased accounts. Excellent organizational skills and time management to manage multiple tasks and meet sensitive deadlines.
• Communication: Strong written and verbal communication with internal teams, and family members, demonstrating professionalism and empathy during sensitive interactions.
• Phone Call responsibilities: Manage heavy call volumes while maintaining call handling times and being evaluated on key performance indicators, such as call resolution time, member satisfaction and adherence to company protocols.
• Closure Process: Facilitate the smooth closure of deceased accounts by coordinating with different departments and overseeing necessary procedures.
• Problem Resolution: Address and resolve issues or discrepancies with the ability to navigate complex situations with empathy, tact and diplomacy.
• Training and Development: Stay informed about industry best practices and participate in training sessions to enhance proficiency in performing the tasks associated with deceased account processing.
• Digital Expectation: Identify and propose process optimization, with a digital innovation focus, to enhance the operational performance. Support implementation of digitally focused projects, which include participating in testing new solutions.
• Engagement Participation: Foster a positive, inclusive work environment that inspires others through words and actions; motivate other employees by embracing and practicing Golden 1’s mission, vison, and core values.

Qualificiations And Preferences

• H.S. Diploma or General Education Degree (GED) required
• Bachelor’s Degree in finance, accounting, business administration or a related field preferred
• 2+ years hands-on experience specifically in deceased account processing within the financial services industry, demonstrating a deep understanding of the intricacies and sensitivity involved in managing such accounts required
• 1+ years experience with Escheatment and Dormant accounts required
• 3+ years experience in member service with strong background in operational knowledge in the financial industry required

Why Join Us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Disclaimer/Intent And Function Of Job Descriptions

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.