Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role
We are currently seeking talented candidates to join our Specialty Servicing Center of Excellence team. These individuals maintain ownership of several escalated and sensitive banking functions with an emphasis on the timely processing of our post mortem accounts. Specialist will collaborate with partners and team members to validate the status of the deceased, determine the rightful beneficiaries for deposit accounts, and facilitate the placement of outstanding obligations with our legal partners to engage in the collection against estates for multiple business units. They interpret legal documents that commonly precede and follow after death, including Power of Attorneys and Letters of Testamentary, among others and frequently interact with individuals receiving end-of-life care, their next of kin, legal representatives, local courts, and other internal and external stakeholders. Auxiliary responsibilities include performing due diligence for escheatment eligible accounts, and responding to adverse action and permissible purpose appeals.
What you’ll do:
- Process Power of Attorney documents, ensuring third parties are granted the appropriate level of access to accounts.
- Proactively communicate with members receiving end-of-life care to establish beneficiaries.
- Validate the death of members and correctly identify beneficiaries, applying skip-tracing techniques as necessary
- Ensure the proper closure of accounts following notifications or validations of death.
- Maintain detailed records concerning the status of accounts held by the deceased.
- Fulfill due diligence requirements prior to the escheatment of member funds.
- Evaluate adverse action and permissible purpose appeals for accuracy and facilitate remediation when necessary.
- Deescalate member disputes.
- Perform additional duties and responsibilities as required.
What you’ll need:
- 5+ years of general customer service experience.
- 1+ years of processing probate-related documents.
- Familiarity with credit reporting, financial privacy, and elder abuse regulations.
- Demonstrated excellent written and verbal communication skills.
- Collaborative working style and ability to work with vendors and internal teams.
Nice to have:
- Fiserv Platform and First Data experience
- Experience working with remote teams and stakeholders
- Associates/Bachelor's degree
- Operating systems (Windows and MacOS)
- Office suites (Microsoft Office, G Suite)
- Presentation software (PowerPoint, Keynote)
- Spreadsheets (Excel, Google Spreadsheets, etc.)
- Communication and collaboration tools (Slack, Zoom, etc.)
