As a Special Accounts Representative, you will support members and internal teams in managing specialized and sensitive account situations, including deceased member accounts, estates, powers of attorney, fiduciary relationships, trusts, and business accounts. You'll serve as a trusted resource for employees and members, helping navigate complex account matters with accuracy, professionalism, and empathy while ensuring documentation and processes meet regulatory and internal requirements.
In this role, you'll combine strong attention to detail, sound judgment, and knowledge of account administration to research and resolve complex situations, provide guidance to employees, and support consistent, compliant account management practices. You'll also help maintain and support Community First's notary program, working collaboratively with an experienced team to deliver reliable service and protect our members and organization.
What you will do:
• Manage deceased member accounts. Research, review, process, and maintain deceased member accounts while serving as a primary point of contact for related inquiries and service requests. Guide members, beneficiaries, and internal employees through account requirements and next steps with professionalism and empathy.
• Provide specialized account guidance. Serve as a resource for employees managing fiduciary, estate, power of attorney, trust, business, and other complex accounts. Interpret account requirements, answer questions, and help resolve situations that require specialized knowledge or additional review.
• Review documentation and ensure accuracy. Examine and verify account documentation for completeness, accuracy, and compliance with applicable requirements. Identify discrepancies, determine appropriate next steps, and help ensure accounts are established and maintained correctly.
• Support compliance and risk management. Maintain knowledge of applicable state and federal laws, regulations, and internal policies related to deceased member, estate, fiduciary, trust, and other specialized accounts. Apply established procedures, identify potential risks, and escalate complex or unusual situations when appropriate.
• Manage the notary program. Coordinate and support Community First's notary program, including providing guidance and training to new and existing employees. Help ensure notarization practices are accurate, consistent, and compliant with applicable requirements.
• Deliver exceptional service in sensitive situations. Communicate clearly and professionally with members and employees while handling complex or emotionally difficult account matters. Provide guidance with empathy, discretion, and a commitment to protecting confidential member information.
• Collaborate to resolve complex issues. Partner with internal teams to research account concerns, interpret documentation, resolve discrepancies, and determine appropriate solutions. Share knowledge and provide practical guidance that helps employees navigate specialized account situations confidently.
• Maintain accurate records and consistent processes. Ensure account documentation, research, and related activities are completed accurately and maintained appropriately. Identify opportunities to improve processes, strengthen consistency, and support efficient account administration.
Qualifications Include:
• 3+ years of experience administering deceased member accounts, estates, powers of attorney, fiduciary accounts, or similar account-related responsibilities within a financial institution or legal environment.
• Strong ability to interpret, analyze, and process legal and financial documentation related to deceased member and specialized accounts.
• Knowledge of fiduciary responsibilities, estate administration, account ownership, and related documentation requirements; familiarity with credit union operations is preferred.
• Strong understanding of confidentiality and the ability to handle sensitive member information with discretion and professionalism.
• Excellent verbal, written, and interpersonal communication skills, with the ability to explain complex requirements clearly and demonstrate empathy when navigating sensitive situations.
• Strong attention to detail and organizational skills, with the ability to manage multiple responsibilities while maintaining accuracy and meeting deadlines.
• Demonstrated problem-solving, critical-thinking, and decision-making skills, including the ability to research complex issues, identify discrepancies, and determine appropriate next steps.
• Ability to interpret and apply applicable regulations, internal policies, and established procedures while recognizing when additional guidance or escalation is needed.
• Proficiency with financial software, account management systems, documentation tools, and Microsoft Office applications.
• Ability to work collaboratively with internal teams, provide guidance to employees, and contribute to consistent, compliant account management practices.