Sr Deceased Account Servicing Specialist

The Sr. Deceased Account & Estate Servicing Specialist is responsible for the end-to-end management of consumer and mortgage loan accounts impacted by borrower death. This role serves as the primary point of contact for surviving family members, estate representatives, attorneys, and internal business partners to ensure deceased member accounts are administered accurately, compassionately, and in compliance with all applicable legal, regulatory, and probate requirements.

The ideal candidate possesses extensive loan servicing experience across consumer and mortgage portfolios, a strong understanding of probate and estate administration processes, and the emotional intelligence necessary to guide survivors through sensitive and often complex account resolution matters.

Reviews and processes notification of borrower death for consumer and mortgage loans.

Places appropriate account restrictions, alerts, and servicing status updates

Validates death documentation, Letters Testamentary, Letters of Administration, Small Estate Affidavits, court orders, and related probate documentation.

Determines appropriate next steps based on account ownership structure, state law, collateral position, and estate status.

Serves as primary liaison with executors, administrators, attorneys, heirs, and surviving family members

Evaluates estate documentation to establish legal authority for account access and resolution

Coordinates payoff, assumption, transfer, modification, repossession, foreclosure referral, or charge-off activities as appropriate

Monitors probate timelines and maintain documentation of estate proceedings

Coordinates with collections to monitor creditor claims when applicable.

Manages servicing functions for deceased consumer and mortgage loan accounts

Coordinates with Loan Servicing Specialist

Coordinates with mortgage servicing, collections, loss mitigation, legal, in processing payments, getting payoff requests, completing lien releases, escrow adjustments, and insurance claims as necessary

Communicates with empathy, professionalism, and clarity during highly sensitive interactions

Educates survivors and estate representatives regarding required documentation and available resolution options

Provides timely status updates and clear next-step guidance

Ensures adherence to all federal, state, investor, and internal servicing requirements

Maintains compliance with probate law requirements, deceased account handling procedures, and consumer protection regulations

Documents all account activity thoroughly and accurately

Identifies and escalates legal or regulatory risk concerns

Maintains case tracking and workflow queues for deceased account portfolios

Meets established service level agreements and resolution timelines

Assists in development and enhancement of deceased account servicing procedures

Provides subject matter expertise and training to servicing staff

Performs other duties as assigned

High school diploma or equivalent

Five + years of loan servicing experience (consumer and/or mortgage) banking operations, or financial services experience

Three + years of experience handling deceased accounts, probate, estate servicing, or complex account resolution

Experience working in a financial institution,

Strong understanding of: Consumer loan servicing, Mortgage servicing, Probate/estate administration, Loan documentation, Account resolution processes

Familiarity with foreclosure, bankruptcy, and loss mitigation processes

Experience interpreting legal estate documents

Experience in understanding legal documents including Deeds, Titles, Security Instruments, and Promissory Notes.

Demonstrated empathy and professionalism in sensitive situations

Experience with probate documentation and SII requirements.

Demonstrates strong attention to detail and initiative and resourcefulness as a self-starter

Fiserv and FICS experience a plus

Or equivalent combination of education and experience

Compassionate communication

Member service oriented.

Strong analytical and problem-solving skills and sound judgement

Exceptional written and verbal communication skills

Compliance/regulatory servicing knowledge

Strong organizational, documentation and case management skills

Ability to manage sensitive interactions professionally and maintain confidentiality.

Advanced knowledge of MS Office is required

Ability to collaborate and be an effective member of a team.

Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations with a high degree of accuracy.

Ability to grasp and understand legal documents.

Ability to operate a personal computer, to include word-processing and excel.

Ability to grasp and understand loan servicing operating procedures and standards.

Ability to read, write and accurately interpret documents such as procedures or technical manuals

Ability to communicate verbally or in writing, either independently or with minimum supervision. 

Ability to effectively communicate with vendors.

Ability to read, analyze and accurately interpret and apply policies, procedures, operating manuals and instructions related to loan servicing functions.

Ability to define problems, collect data, establish facts and draw valid conclusions

Ability to solve problems with many concrete variables in a variety of situations

Ability to focus on detail and verify accuracy of numbers and text

Ability to exercise discretion with members and co-workers.

Ability to adapt to changes with internal, market or regulatory environments.

Ability to prioritize diverse job assignments and meet established deadlines

Ability to work under stress

Able to arrive at work routinely and promptly

Ability to effectively organize loan files and documents.

Ability to perform in a multi-task environment with excellent skills in prioritizing tasks.

Ability to understand and respond to the needs of others

Ability to persuade others to consider a course of action

Ability to respond to sensitive inquiries, objectives and complaints

Ability to maintain sensitive and confidential information

Ability to coach and effectively train staff on their job duties

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift up to 20 lbs., with or without assistance, in compliance with ADA.