State Department Federal Credit Union

Member Service Representative

• Answer incoming calls and maintain expected availability in a queued environment
• Meet productivity and call handling goals consistently
• Provide superior service by responding to member inquiries about account activity, programs, policies, and procedures
• Return calls promptly for escalated issues and ensure all follow-up actions are completed accurately and efficiently
• Achieve established sales goals by cross-selling credit union products and services
• Promote products and services in alignment with marketing initiatives
• Process various member transactions, such as transfers, loan payments, and stop payment
• Act as a troubleshooter for online banking and payment services
• Attend department meetings and training sessions. Stay updated on policies, procedures, and promotions.

Member Service Representative I

Operations

• Gather, analyze, and document current business processes to identify inefficiencies and areas for improvement.
• Design and implement process improvements to enhance productivity, reduce costs, and improve quality, aligning with strategic objectives.
• Utilize Business Process Reengineering (BPR) techniques, model business processes, and conduct data analysis to optimize performance and enhance member experience.
• Conduct root cause analysis, develop action plans, and monitor the effectiveness of implemented changes.
• Provide guidance and advice to management on efficient resource use to achieve positive, measurable results.
• Plan, coordinate, and oversee projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
• Serve as the project manager for prioritized projects, managing full project life cycles, including establishing teams, developing plans, managing resources, timelines, risks, and ensuring successful project implementation.
• Communicate project status, risks, and issues to stakeholders and facilitate project meetings and team activities.
• Work closely with cross-functional teams to gather requirements and ensure alignment with business objectives.
• Act as a liaison between departments and between technical developers and functional users to facilitate communication, collaboration, and ensure that systems and processes meet the organization’s needs.
• Prepare and present reports, proposals, and documentation related to process improvements and project status.

Process Improvement & Coordination Specialist

Marketing Analyst

• Oversees mortgage pipeline activity, including registrations, rate locks, expirations, fallout, and delivery coordination, to support timely and accurate secondary market execution.
• Monitors mortgage production, portfolio performance, market conditions, and best execution trends, and provides recommendations to management on pricing, mortgage sales, pipeline strategy, and related process improvements.
• Supports financial analysis and risk management activities by preparing Asset/Liability Model scenarios, reviewing interest rate risk metrics, and assisting with reporting related to mortgage servicing rights, investments, and participation activity.
• Prepares, analyzes, and distributes recurring management reports, including mortgage activity, dashboard reporting, dividend rate support, safekeeping, diversification, investment summary, and other month-end or weekly reporting as needed.
• Coordinates with internal stakeholders, including Mortgage Operations, Mortgage Lending, Mortgage Servicing, Accounting, and Funds Management leadership, to support rate decisions, loan modifications, reporting needs, and effective execution of departmental priorities.
• Supports governance and compliance activities by participating in the Loan Participation Committee, preparing Call Report support, completing annual Freddie Mac recertification, and maintaining current knowledge of relevant investment and asset/liability management practices.
• Participates in internal and external training and professional development opportunities to maintain knowledge relevant to the role.

Financial Analyst, Secondary Marketing

Artificial Intelligence

• Provide strategic leadership and hands-on oversight of SDFCU’s AI and machine learning initiatives
• Develop and execute an AI strategy that enhances the member experience, improves operational efficiency, and manages risk
• Partner with business units to identify, prioritize, and deploy AI-driven solutions
• Oversee the design, development, testing, and deployment of AI and machine learning models
• Lead initiatives such as intelligent automation, predictive analytics, fraud detection, and personalization engines
• Establish a scalable AI infrastructure
• Evaluate and manage relationships with third-party AI vendors and fintech partners
• Ensure AI solutions integrate effectively with core banking systems
• Ensure compliance with applicable regulations

Director of AI Strategy

Manager

• Manage and provide direction to Organizational Account Specialist(s)
• Assign, prioritize, and monitor workloads to ensure timely and effective account servicing
• Provide training, guidance, and performance feedback to support team development
• Ensure consistency in processes, service delivery, and adherence to policies and procedures
• Step in and execute all responsibilities of the Organizational Account Specialist role when necessary
• Develop, manage, and maintain relationships with organizational accounts, SEGs, and partner institutions
• Serve as primary escalation point for organizational representatives and stakeholders
• Strengthen engagement and account penetration within existing groups while identifying new opportunities
• Oversee onboarding, maintenance, and ongoing servicing of organizational accounts

Member Service Representative I

Process Improvement & Coordination Specialist

Financial Analyst, Secondary Marketing

Director of AI Strategy

Organizational Services Manager