Member Survey Specialist

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional health, dental, and vision insurance within the first 30 days of employment, a matched 401(K) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of SDFCU Include:

• Diversity and Inclusion:Work in an environment that values and respects all team members
• Paid Holidays:Enjoy 12 paid holidays a year, including your birthday
• Flexible Work Options:Potential work-from-home options after the introductory period
• Generous Paid Time Off:Ample vacation and personal days to maintain a health work-life balance
• Tuition Reimbursement:Support for your ongoing education and career development
• Commute/Parking Incentives:Financial incentives for your daily commute
• Comprehensive Insurance:Access to excellent medical, dental, and vision insurance packages
• Gym Reimbursement:Stay healthy with our gym membership reimbursement program
• Team Bonding:Participate in company and team bonding events that foster a collaborative work environment

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

State Department Federal Credit Union is seeking aMember Survey Specialist to manage the You Really Count (YRC) member survey response process by responding to member comments within the YRC surveys. This role is also responsible for identifying member service issue trends and opportunities to improve the member experience. The Member Survey Specialist is a liaison between members and SDFCU management and relates and addresses members' issues of concern and reaches out to members who may be considering closing their membership or who have requested to close their membership and promotes the advantages of SDFCU membership to retain member relationships.

Essential Duties and Responsibilities:

• Acquire and maintain knowledge of all SDFCU products and services, including new accounts procedures, loan guidelines and product and service delivery channels.
• Review all YRC survey results and responds to member comments, questions and service requests.
• Review all YRC survey results to identify service issues and escalates to management.
• Work with the Director of Member Contact Centers to identify member issue trends and provide reports to management.
• Communicate with members through a variety of methods to include email, telephone and letters.
• Prepare summary reports for management highlighting YRC member comments, responses, actions taken and resolutions.
• Identify members at risk of leaving SDFCU and determine which members are appropriate to contact to make an attempt to retain their memberships.
• Prepare monthly reports for management.

Required Skills and Competencies:

• Minimum of two years customer service experience with a financial institution, credit union preferred, or related work experience required
• College degree, or equivalent, preferred
• Excellent analytical, problem-solving and organizational skills
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves communication with members and others inside and outside the organization, sometimes regarding significant member concerns or issues that need escalation and resolution
• Ability to identify trends and make recommendations for improvements
• Proficiency using Microsoft Office to include Word, Excel, and PowerPoint