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Specialized Account Manager

Company: Patelco Credit Union
Location: Dublin
Posted on: June 6, 2021

Job Description:

About Patelco Credit Union

We're here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you're looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 400,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom.

Overview

The Specialized Account Manager is primarily responsible for overseeing the decedent member experience and providing elder abuse case support for the credit union. This includes delivering an excellent service experience to the families and beneficiaries of the decedent's estate, working cross-functionally with key areas such as the IRA/HSA department, Payment Operations, Centralized Support, Mortgage Servicing, and Consumer Lending to ensure decedent share and loan accounts are effectively managed through the estate resolution process. For the more complex cases, this role will consult with legal counsel, compliance, and the California Credit Union League, to ensure a risk-based approach is integrated in the resolution process.

Responsibilities

  • Effectively oversee the decedent estate account process for the credit union. Includes maintaining a hassle-free escalation process for the Member Contact Center to follow.
  • Works closely with the Procedural Analyst and support department leaders to proactively create revise procedures and process tools related to decedent estate, powers of attorney (POA), conservatorships, court- appointed directives, and trust/fiduciary related accounts.
  • Responsible for implementing a disciplined record keeping/ case log process of cases managed.
  • Quickly build relationships as a credible and trusted business partner.
  • Closely collaborate with Learning & Development to ensure relevant training materials are updated.
  • Assist member-facing departments with Elder Abuse escalations and case reporting to Adult Protective Services (APS).
  • Partner with Fraud Prevention, Learning & Development, Marketing, and Member Experience to build awareness around how Elder Abuse trends are impacting the membership.
  • Periodically attends Team/Department meetings to provide operations training, answer questions, and gain staff feedback to ensure the decedent estate account process is effective and supports a positive member experience.
  • Create and deliver high quality business presentations to key stakeholders, and management as necessary.
  • Acts as a specialized account subject matter expert on behalf of Patelco during the internal and external audit process. This includes interaction with the Department of Financial Protection & Innovation, NCUA, and other third parties engaged in the review of the credit union's decedent member account process.
  • Understand and comply with all applicable federal and state laws and banking regulations and Patelco Credit Union's policies and procedures.
  • Performs other duties as assigned.
  • May involve occasional travel to different work sites within 50 miles

Qualifications

  • Minimum 5 years of experience resolving problems and developing solutions for members/customers within the financial services industry.
  • Minimum 5 years of experience working with credit union/bank policies and procedures strongly preferred.
  • 3 years of experience working with legal counsel and external regulatory agencies is strongly desired.
  • Ability to plan, organize, schedule, and manage work hours and small projects.
  • Ability to collaborate effectively with a wide array of people on many different levels.
  • In depth knowledge and experience in regulated environments, working with regulatory requirements and regulators is strongly preferred.
  • Must have PC/Windows-based software experience and proficient in various Microsoft applications.
  • Experience and working knowledge of the JIRA/Confluence, SharePoint, and Target Process platforms preferred.
  • Advanced planning and organizing skills to deliver workload in timely manner.
  • Proven ability to actively listen to others and effectively navigate through challenging conversations.
  • Fosters open and honest communication. Listens to what is said and is appropriately sensitive to the reaction of others.
  • Delivers exceptional service to team members and members. Models and acts with a sense of urgency and seizes opportunities to improve the overall experience for the membership.
  • Adept at complex problem solving to overcome obstacles in difficult cases.
  • Acts with integrity in all decision making. Distinguishes relevant from irrelevant information and makes timely sound decisions.
  • Excellent written and verbal communication skills and ability to communicate at all levels.
  • Experienced in facing adversity and navigating through stressful situations to achieve resolution.
  • Must possess demonstrated ability to influence and coach other leaders, provide constructive feedback, and seek collaboration to successfully resolve issues and meet desired objectives.

We Offer

  • An inspiring career that benefits both you and your community
  • Competitive compensation packages with bonus opportunity
  • Full Medical/Dental/Vision benefits with minimal eligibility waiting period
  • Generous 401(k) with 3% Safe Harbor and 5% employer match
  • Discounts on loan products
  • Tuition Reimbursement
  • Onsite Fitness Center at HQ and rewards for healthy habits
  • Close proximity to BART, restaurants and shopping

Patelco Credit Union is an Equal Opportunity Employer: disability/veteran

IND123

Keywords: Patelco Credit Union, Dublin , Specialized Account Manager, Other , Dublin, California

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