Sr Deceased Account Servicing Specialist
$67,995–$84,989 year
On-siteLaurel, Maryland, United States
Job Summary
Review and process borrower death notifications for consumer and mortgage loans, validating documentation such as Letters Testamentary and court orders. Place account restrictions, update servicing status, and determine next steps based on ownership structure and state law. Serve as primary liaison with executors, attorneys, and surviving family members to guide sensitive account resolutions. Coordinate payoffs, transfers, foreclosures, and insurance claims while monitoring probate timelines and creditor claims. Ensure compliance with federal, state, and internal servicing requirements, maintaining thorough documentation and case tracking. Meet established service level agreements and resolution timelines.
Required Qualifications
- 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
- Advanced knowledge of MS Office is required
- 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 lift up to 20 lbs., with or without assistance, in compliance with ADA
- Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate
Desired Qualifications
- Fiserv and FICS experience a plus
- Or equivalent combination of education and experience
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