Supervisor, Deceased Account Servicing

IMPACT YOU'LL MAKE:

In this role, you'll lead a highly skilled and collaborative team responsible for managing the deceased accounts servicing channel-a critical function that ensures accuracy, compliance, and care during a sensitive time for our members' families. You'll guide the team through a major transformation as we roll out a new end-to-end service model in early 2026, improving efficiency, reducing delays, and enhancing the member experience. Your leadership will foster trust, drive performance, and empower the team to deliver exceptional service while maintaining compliance and quality standards.

To join our dynamic team in this role, we require candidates to be residents of WA, OR, ID, CA, AZ, TX, NC, SC, GA or VA. If you're located in Washington state and within a reasonable driving distance to our Tukwila Headquarters (TFC), we encourage you come into the office on Tuesdays & Wednesdays each week. For those candidates that live outside the commutable distance to TFC and in any of our approved remote work locations, this role will be primarily remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment.

WHAT YOU'LL DO:

• Lead Daily Operations: Supervise the day-to-day activities of the deceased account channel, ensuring accuracy and compliance in all servicing tasks.

• Be the Go-To Problem Solver: Provide support and resolution for escalated issues, acting as a resource for team members and stakeholders.

• Collaborate Across Teams: Attend meetings with business stakeholders, compliance, legal, retail, and contact center partners to align priorities and processes.

• Develop Expertise: Build SME-level knowledge in deceased account servicing and share insights to strengthen team capabilities.

• Monitor and Optimize Performance: Track SLA adherence, organize workflows and schedules for a remote team, and implement process improvements.

• Drive Strategic Initiatives: Lead the rollout of the new service model in Q1 2026, ensuring smooth implementation and adoption.

• Coach and Mentor: Build trust with a tenured team, provide ongoing feedback, and support professional growth.

• Champion Member Experience: Support outbound communication initiatives to representatives of deceased members, reducing stress and improving efficiency.

• Maintain Compliance: Ensure adherence to federal, state, and regulatory requirements while managing audit and reporting processes.

This isn't just about ticking off tasks on a list. It's about making a significant, positive change in BECU's journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU'LL GAIN:

• Leadership Impact: Guide a highly tenured team through a major service transformation.

• Meaningful Work: Make a difference for families during a sensitive time by ensuring accuracy and care.

• Professional Growth: Develop SME-level expertise in deceased account servicing and expand your leadership skills.

• Innovation Opportunity: Be at the forefront of implementing a new service model that improves efficiency and member experience.

• Collaborative Culture: Work with cross-functional teams in a supportive, member-focused environment.

QUALIFICATIONS:

Minimum Qualifications:

• Associate's degree in business or equivalent work/education experience.

• Typically requires a minimum of 3 years of experience in operational and/or processing functions with knowledge of banking rules and regulations.

• Typically requires at least 1 year of leadership experience.

Desired Qualifications:

• Knowledge of RCW (Washington state laws) and beneficiary processes.

• Service-minded with a strong background in member servicing.

• Familiarity with systems like DNA and Gateway.

• Background in deceased account servicing.

• Leadership, project management, and organizational skills.

• Analytical and problem-solving abilities to resolve compliance issues effectively.

• Interpersonal, verbal, and written communication skills.

JOIN THE JOURNEY:

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributionsdon'tjust fill a role, but fuel the growth and success of BECU? This is more than a job -it'sa chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU.

Embrace the opportunity to grow with us. Apply now, bring yourexpertiseto the table, andlet'sachieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney