POSITION TITLE: Death Claim Specialist 

REPORTS TO: AVP, Member Solutions 

PAY GRADE: 7

DEPARTMENT: Member Solutions 

FLSA STATUS: Non-Exempt 

LOCATION: Hybrid

What success looks like during the first three months

• Process death notice information in Keystone upon notice and successfully close out account within 120 depending on estate status. 
• Effectively and timely completes administrative duties within the department to including but not limited to; filing charge off files, assisting collectors with clerical tasks, and operational tasks.
• Display competence in processing loan hardship requests
• Make outbound calls to decedents family members 

PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

The primary purpose of this position is to deliver high quality service to both internal and external members. The position will process all death claims. Make outbound calls and communicate via phone or email with surviving relatives, collect all documentation needed to dissolve outstanding loans in order to close out the account as needed. Provide professional assistance to the members family while limiting monetary loss to the Credit Union. Identify and resolve account problems. In addition, the position assists in the daily clerical and operational tasks pertaining to the respective functions of the department.

ESSENTIAL DUTIES:

• Process all death claims. Close out accounts in Keystone and ensure all loans have been paid in full or appropriate steps needed to reduce loss to the credit union.
• Communicate with deceased members family by phone, email, or in branch
• Sort and deliver department mail to other members of the Member Solutions team
• Scan all Member Solution charge off files to Fast Docs and any necessary documents pertaining to accounts being worked
• Research account to identify activities that may affect the status of a loan repayment such as payroll deduction stoppage. Under direction of manager, prepare appropriate documentation correcting or extending said loan or perform appropriate file maintenance
• Process loan hardship request received via opportunities in Keystone. Initiate application, pull credit report, and send subsequent action forms for signatures upon approval.
• Act as a subject matter expert on Credit Union loan policy, interest rates, and how loans are set up and maintained on the system
• Assists with bankruptcy accounts by verifying that there is an active loan on the system that needs to be flagged and turning over to the department’s bankruptcy specialist to handle, modify account files and input information
• Assist collectors with clerical and operational tasks within the department

REQUIRED BACKGROUND:

• Two years previous branch experience or experience working in a similar support function preferred
• One year working in collections and or a support capacity preferred
• High school diploma or equivalent
• Must have strong communication skills, both oral and written. Must have the ability to organize and prioritize multiple responsibilities in a fast -paced environment
• Must be familiar with collection laws, policies and procedures in order to take collection calls as needed
• Must be able to perform all duties and responsibilities within the parameters of the

credit union’s core values to Care, Listen, Learn, Solve, and Act

• Must be tactful and have the ability to quickly explain Credit Union policies, procedures, and services.
• Must be proficient in the use of the Credit Union computer system or personal computer, computer generated reports
• Must be proficient in working a calculator and other standard office equipment.
• Must be able to maintain strict confidentiality of information
• Must be detail oriented and able to meet strict monthly deadlines

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Sits more than 6 hours a day. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and

professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by customers in a stressful manner.