What are the responsibilities and job description for the Survivor Support Specialist position at Citadel Federal Credit Union?
Job Overview
Citadel’s Survivor Support Specialist is responsible for processing all deceased members' accounts and advocating for survivors as their financial needs transition. The specialist assists both members and surviving non-members, providing exceptional service throughout the account transition while ensuring compliance with regulatory requirements.
Responsibilities
- Serve as the primary point of contact for surviving family members regarding all deceased accounts and financial needs.
- Gather necessary information from the family/contact person of the deceased member to determine the disposition of funds in all associated accounts.
- Collaborate with other departments and team members to reconcile accounts.
- Understand how a member’s death impacts IRAs, ACH, Collections, mortgages, and Credit Cards to assist survivors.
- Accurately and timely reconcile deceased accounts, ensuring proper disposition of remaining funds with minimal liability exposure.
- Stay updated on changes in state codes or compliance that might affect deceased account processing.
- Investigate all related survivor claims/questions from Payments Support, Retail, Call Center, and Members.
- Act as a liaison to personnel in compliance, U.S. Treasury, and the credit union, as well as between the surviving family and the organization until the account is settled.
- Assist in reclaiming funds from governmental entities that are requested/required to be returned.
- Manage escalated deceased member account issues.
- Educate yourself on Wills, Trusts, Estates, Affidavits, POAs, and various legal documents.
- Accurately complete lawyer letters and member notifications.
- Process accounts for various notifications, including social security and the State of PA.
- Handle the deceased report from Episys and ensure accounts are marked accordingly.
- Complete all inheritance tax forms online for the State of PA in a timely manner.
- Ensure the deceased workflow is functioning, review enhancements, troubleshoot issues, submit IT tickets, and complete testing for system updates and enhancements, including Episys updates.
- Ensure retail online help and internal online help are current regarding deceased account processing.
- Work with internal resources and third-party vendors to resolve software issues.
- Continuously review processes for enhancements and efficiencies.
- Utilize strong listening, communication, and problem-solving skills while diplomatically handling and resolving issues.
- Assist in educating Payment Support employees to make decisions in the best interest of Citadel and its customers.
- Perform other duties as assigned.
Qualifications and Education Requirements
Work Experience
- Minimum 1 year of decedent account processing
- Minimum 2 years of experience in a banking environment.
- Proficient in Microsoft Office/Windows
- Ability to multitask and prioritize workload.
- Demonstrates adaptability when interacting with customers and internal clients.
Additional Skills/Notes
- Strong organizational skills and attention to detail.
- Excellent communication and problem-solving skills.
- Excellent customer service and conversational skills.
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work is usually of a personal or sensitive nature.
Education
- High school diploma or equivalent
Skills
Preferred- Episys
- Deceased Accounts
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
