Job Description
Create your success story at Delta Community Credit Union – where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That’s why we’re one of Atlanta’s Best Places to Work! Whether you’re starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Deceased Accounts Advisor is tasked with the primary responsibilities for delivering superior service to both internal and external customers that have experienced the death of a Delta Community Credit Union member. The Deceased Accounts Advisor will determine the legal representative of the estate of the decedent for asset distribution purposes. They will:

• Interpret probate documents as to Letters of Testamentary and Trust documents;

• Determine the appropriate statutory small estate affidavit threshold and enforcement;

• Complete and file probate court claims to meet specific court guidelines;

• Perform consumer loan offsets;

• Determine collection assessments to include repossession and loan charge-off functions;

• Review Mortgage loans to determine successor in interest and determine estate’s intent for any Real Estate resolution;

• Process all Federal Reclamation Claims reimbursement and appeal processes;

• File and post all CUNA life insurance payments;

• Issue POD disbursement checks;

• Process accounts subject to escheatment processing; pursuant to any small estate affidavit procedures.

They will work closely with Delta Community Credit Union’s legal and compliance teams to ensure proper estate disbursement and release of information to third parties. They will process inbound and outbound calls as well as cross-train as needed. The Deceased Accounts Advisor must become a SME with deceased account processing. They must demonstrate the ability to independently problem solve and find solutions. They will also be responsible for audit compliance, security and safety of financial records as well as responsible for account fraud detection and mitigation to prevent credit union loss.

Practices safety-conscious behaviors in all operational processes and procedures.

Essential Functions:

• Take large volume of inbound calls from existing joints, heirs and PODs, or any other deposit account holder of interest, as well as third parties, MCC and the Branch network

• Make outbound calls to existing joints, heirs, and PODs, or any other deposit account holder of interest, as well as third parties, MCC and the Branch network

• Maintain accounts when possible, and expand current members relationships as to deposit member services and products to ensure member service standards are met

• Respond to all methods of communication regarding deposit accounts, products and services; this may include email, fax, mail or other electronic methods, while simultaneously providing assitance to hardship team members at all levels to ensure prompt processing

• Interpret Death Certificates, Letters of Testamentary, Trust Documents, Reclammations and Affidavit dcouments with ease and understanding

• Provide accurate and timely information to joint members, heirs, PODs and third parties as to deposit assets to ensure policy and procedure is met

• Process new member account onboarding functions to include both personal and commercial accounts when applicable for an existing joint owner, POD, or Heir

• Ensure the correct account onboarding and validation documents required for membership is met and validated pursuant to new account opening policy and procedure

• Provide deposit account information to pre and post onboarded members, as well any account holder who holds interest in the account, and third parties, to meet policy and procedure

• Peform file maintenance functions on deposit accounts per request and validate specifically as to decedent and escheatment accounts

• Provide recommendations for member account products and services which may include merchant services, loan products and additional deposit products as deemed applicable to Heirs

• Problem solves escalated customer service issues and their disputes

• Provide creative options that render sound solutions

• Provide SME job knowledge to leadership and peers as to hardship accounts

• Provide direction and training to peers at all interdepartmental levels from Agent to Advisor as to hardship account management

• Must be able to work independently without direct supervision with minimal to no error that results in account impact or risk exposure

• Excellent ability to resolve errors and provide resolutions relative to escalated account issues, and third parties, with little to no oversight or supervision

• Strong account relationship knowledge and analysis skills for retention purposes

• Ability to make membership onboarding decisions based on application criteria

• Possess complex problem solving and conflict resolution skills that require little to no oversight or supervision

• Must be a proactive individual who demonstrates innovation, creativity, customer focus, results management and decision-making skills

Other

• This description reflects management’s assignment of essential functions it does not prescribe or restrict the tasks that may be assigned.

• This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications:

• High School Diploma or equivalent

• 3+ years’ member/customer service experience in a credit union or financial services industry

• 1+ year of strong operational knowledge of deposit operations

• Ability to build, foster and maintain positive professional relationships

• Working knowledge and experience of Excel, Word, Outlook, Akcelerant and PowerPoint

• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations

Preferred Qualifications:

• Bachelor’s Degree in Finance or a related field

• 5+ years’ member/customer service experience in a credit union or financial services industry

• 2+ years’ of strong operational knowledge of deposit and loan operations

• Retail and Commercial account regulatory experience as to probate and estate accounts

• Account risk mitigation experience

• Working knowledge of Symitar, Akcelerant (Temenos) and Microstrategy environments

• Bilingual

Employee benefits include:
•Medical, Dental and Vision Coverage
•Basic Life and Accidental Death & Dismemberment Insurance, Long Term Disability, Employee Assistance Program and MyAdvocate
•Supplemental Insurance or Voluntary Insurance
•401(k) Plan with Company Match
•Vacation, Holidays and Personal Time Off
•Paid Maternity and Paternity Leave
•Pre-tax Health and Dependent Care Spending Accounts
•Benefit Choice Program
•Health Reward Dollars
•Discount on Gym Reimbursement and Identity Theft Programs
•Legal Services

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Deceased Accounts Advisor

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