Sr Deceased Account Servicing Specialist

Tower Federal Credit Union; Laurel (MD); On-site; USD 93,670,000 - 117,081,000; Full time

Benefits offered by this job

Signing bonus

Low medical premiums

Job summary

Tower Federal Credit Union is seeking a Sr. Deceased Account & Estate Servicing Specialist in Laurel, MD to manage end-to-end handling of deceased member accounts, including consumer and mortgage portfolios, with sensitivity and regulatory compliance.

The role serves as the primary contact for executors, estate representatives, attorneys, and internal partners, guiding survivors through complex resolution steps while maintaining documentation and timelines.

Qualifications

• Five or more years of loan servicing experience (consumer and/or mortgage).
• Three or more years handling deceased accounts, probate, or complex account resolution.
• Experience in banking or financial services environment.
• Strong knowledge of consumer and mortgage loan servicing.
• Ability to interpret legal estate documents.

Responsibilities

• Review and process notification of borrower death for consumer and mortgage loans.
• Coordinate payoff, transfer, or other resolution steps as appropriate.
• Serve as primary liaison with executors, administrators, attorneys, heirs, and surviving family members.
• Ensure compliance with probate laws and internal servicing procedures.

Skills

Loan servicing

Estate probate

Communication empathy

Regulatory compliance

Analytical skills

Team collaboration

Education

High school diploma or equivalent

Tools

Fiserv

FICS

Job description

Description

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Hours for position: Monday-Friday 8:00am - 4:30pm, Saturdays as needed.

Hiring range: $32.69/hr - $40.86/hr.

Summary Of Position

The Sr. Deceased Account & Estate Servicing Specialist is responsible for the end-to-end management of consumer and mortgage loan accounts impacted by borrower death. This role serves as the primary point of contact for surviving family members, estate representatives, attorneys, and internal business partners to ensure deceased member accounts are administered accurately, compassionately, and in compliance with all applicable legal, regulatory, and probate requirements. The ideal candidate possesses extensive loan servicing experience across consumer and mortgage portfolios, a strong understanding of probate and estate administration processes, and the emotional intelligence necessary to guide survivors through sensitive and often complex account resolution matters.

Principal Accountabilities And Functions

• Reviews and processes notification of borrower death for consumer and mortgage loans.
• Places appropriate account restrictions, alerts, and servicing status updates
• Validates death documentation, Letters Testamentary, Letters of Administration, Small Estate Affidavits, court orders, and related probate documentation.
• Determines appropriate next steps based on account ownership structure, state law, collateral position, and estate status.
• Serves as primary liaison with executors, administrators, attorneys, heirs, and surviving family members
• Evaluates estate documentation to establish legal authority for account access and resolution
• Coordinates payoff, assumption, transfer, modification, repossession, foreclosure referral, or charge-off activities as appropriate
• Monitors probate timelines and maintain documentation of estate proceedings
• Coordinates with collections to monitor creditor claims when applicable.
• Manages servicing functions for deceased consumer and mortgage loan accounts
• Coordinates with Loan Servicing Specialist
• Coordinates with mortgage servicing, collections, loss mitigation, legal, in processing payments, getting payoff requests, completing lien releases, escrow adjustments, and insurance claims as necessary
• Communicates with empathy, professionalism, and clarity during highly sensitive interactions
• Educates survivors and estate representatives regarding required documentation and available resolution options
• Provides timely status updates and clear next-step guidance
• Ensures adherence to all federal, state, investor, and internal servicing requirements
• Maintains compliance with probate law requirements, deceased account handling procedures, and consumer protection regulations
• Documents all account activity thoroughly and accurately
• Identifies and escalates legal or regulatory risk concerns
• Maintains case tracking and workflow queues for deceased account portfolios
• Meets established service level agreements and resolution timelines
• Assists in development and enhancement of deceased account servicing procedures
• Provides subject matter expertise and training to servicing staff
• Performs other duties as assigned

Required Qualifications

• High school diploma or equivalent
• Five + years of loan servicing experience (consumer and/or mortgage) banking operations, or financial services experience
• Three + years of experience handling deceased accounts, probate, estate servicing, or complex account resolution
• Experience working in a financial institution,
• Strong understanding of: Consumer loan servicing, Mortgage servicing, Probate/estate administration, Loan documentation, Account resolution processes
• Familiarity with foreclosure, bankruptcy, and loss mitigation processes
• Experience interpreting legal estate documents
• Experience in understanding legal documents including Deeds, Titles, Security Instruments, and Promissory Notes.
• Demonstrated empathy and professionalism in sensitive situations

Experience With Probate Documentation And SII Requirements

• Demonstrates strong attention to detail and initiative and resourcefulness as a self-starter
• Fiserv and FICS experience a plus
• Or equivalent combination of education and experience

Knowledge, Skills And Abilities

• Compassionate communication
• Member service oriented.
• Strong analytical and problem-solving skills and sound judgement
• Exceptional written and verbal communication skills
• Compliance/regulatory servicing knowledge
• Strong organizational, documentation and case management skills
• Ability to manage sensitive interactions professionally and maintain confidentiality.
• Advanced knowledge of MS Office is required
• Ability to collaborate and be an effective member of a team.
• Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations with a high degree of accuracy.
• Ability to grasp and understand legal documents.
• Ability to operate a personal computer, to include word-processing and excel.
• Ability to grasp and understand loan servicing operating procedures and standards.
• Ability to read, write and accurately interpret documents such as procedures or technical manuals
• Ability to communicate verbally or in writing, either independently or with minimum supervision.
• Ability to effectively communicate with vendors.
• Ability to read, analyze and accurately interpret and apply policies, procedures, operating manuals and instructions related to loan servicing functions.
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to solve problems with many concrete variables in a variety of situations
• Ability to focus on detail and verify accuracy of numbers and text
• Ability to exercise discretion with members and co-workers.
• Ability to adapt to changes with internal, market or regulatory environments.
• Ability to prioritize diverse job assignments and meet established deadlines
• Ability to work under stress
• Able to arrive at work routinely and promptly
• Ability to effectively organize loan files and documents.
• Ability to perform in a multi-task environment with excellent skills in prioritizing tasks.
• Ability to understand and respond to the needs of others
• Ability to persuade others to consider a course of action
• Ability to respond to sensitive inquiries, objectives and complaints
• Ability to maintain sensitive and confidential information
• Ability to coach and effectively train staff on their job duties
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Working Conditions

Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift up to 20 lbs., with or without assistance, in compliance with ADA.