Sr Deceased Account Servicing Specialist

Description

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Hours for position:
Monday-Friday 8:00am - 4:30pm, Saturdays as needed.

Hiring range: $32.69/hr - $40.86/hr.

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

• 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…