Inheritor Services Specialist

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The Inheritor Services department, located in Member Service Support, supports member services and members via phone, email, mail, and fax regarding all inquiries related to Trust and deceased account services and procedures. The Inheritor Services Specialist works under the supervision of the Inheritor Services Manager and Supervisor.

This position is responsible for effective and efficient daily processing and review of Payable on Death and Revocable Trust accounts, processing deceased member accounts, and assisting with general inquiries related to Powers of Attorney and Guardianships.

This position is responsible for maintaining knowledge regarding compliance and regulations respective to Trust accounts and deceased account operations. Includes tasks related to Trust and deceased account processing and testing, account maintenance, general Trust account lending inquiries, and transaction processing/testing.

This position is also responsible for responding to procedural and operational inquiries to ensure efficient and appropriate administration of these specialized accounts and services. Works as part of the team and independently to ensure objectives/goals are met and completed timely. Contributes to special projects as assigned.

“Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to the member experience.” 

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Position Responsibilities:

• Maintains thorough knowledge of Payable on Death and Revocable Trust accounts, as well as comprehensive knowledge of deceased account processes and procedures.
• Review and understand Revocable Trust, Power of Attorney, and deceased account documents to ensure collection of complete and accurate information, as needed.
• Perform timely and accurate processing of deceased member accounts, including but not limited to: thorough account review, account coding, records research, blocking cards, updating member diaries and memos, updating account access class, and creation of deceased member account resolution forms and pending files.
• Provides support to member services and other departments regarding questions related to Trust, Power of Attorney inquiries, deceased accounts, and all other matters of the department. Work directly with members and other departments, as required.
• Maintain timely and appropriate contact with Service CU employees, surviving family members, as well as estate or trust representatives and attorneys, as needed for this position. Includes correspondence by email, mail, fax, or phone.
• Assist in account research and determination of deceased account heirs, joint owners, beneficiaries, or executors.
• Perform ongoing and timely quality control reviews on Trust account setup, to include review of documentation for accuracy and completion. Coordinate corrections with members and member services staff, as needed.
• Reviews Trust and deceased account portfolios and performs ongoing data clean-up efforts on existing accounts.
• Use problem solving skills, research, and analytical tools to develop solutions to member service concerns regarding Revocable Trust and deceased accounts.
• Recognize and present any identified procedural shortcomings to management, as appropriate.
• Process mailed, emailed, and faxed items received for Inheritor Services department.
• Assist with developing and testing enhancements to Trust account opening and deceased account processing.
• Assist Service CU Member Services, Manager, Supervisor, and Member Service Support team as needed.
• Possess a thorough knowledge of Service CU products, services, and operations.
• Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events.
• Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect.
• Regular and reliable attendance is an essential function of this position.
• Perform other duties as required.

Required Knowledge and Skills:

• Demonstrates PC literacy including Microsoft operating systems and Microsoft Office.
• Comprehensive understanding of deceased account administration, Payable on Death and Revocable Trust accounts, as well as the associated rules and regulations.
• Ability to read and interpret governing instruments including but not limited to Trust Agreements, Wills, Death Certificates, Probate documents, etc.
• Possess strong writing, interpersonal, and oral communication skills with ability to communicate complex terms in a clear and concise manner.
• Established organizational and planning skills with the ability to handle multiple assignments and meet deadlines.
• Excellent interpersonal, presentation and organizational skills.
• Ability to communicate clearly and effectively verbally and in writing
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required. 

Education/Experience/Certifications:

Education: High School diploma or equivalent required. Associate degree preferred.   

Experience: Relevant work experience preferred.

CRITERIA FOR ADVANCEMENT TO INHERITOR SERVICES SPECIALIST II:

The following criteria must be met, or written request for waiver approved by the VP of Operations before an employee is eligible for a step increase.

• Completion of at least one year as an Inheritor Services Specialist I, with above average performance in that position as outlined in the employee evaluation and/or letter of justification.
• Working knowledge of all accounts and procedures within the department and eager to help with new projects and developments, as needed.

CRITERIA FOR ADVANCEMENT TO INHERITOR SERVICES SPECIALIST III:

The following criteria must be met, or written request for waiver approved by the VP of Operations before an employee is eligible for a step increase.

• Completion of at least one year as an Inheritor Services Specialist II, with above average performance in that position as outlined in the employee evaluation and/or letter of justification.
• Thorough knowledge of all accounts and procedures within the department and proven ability to take on new assignments and projects as needed.
• Proven ability to collaborate with peers, branches and members when establishing and updating all accounts, to include the development of new processes and procedures within the department and credit union.