Electronic Communications Specialist (1870)

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 parking
• 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 an Electronic Communications Specialist (ECS). This role is responsible for managing email communication between the credit union and members efficiently and professionally. The ECS serves as an operational expert, providing support for member inquiries, researching and resolving issues, and documenting outcomes. They report relevant issues internally and ensure all responses are accurate, professional, and uphold high service standards.

Essential Duties and Responsibilities:

• Deliver comprehensive support to the EC team by efficiently managing email communications from members and internal staff, including secure messages. Address inquiries directly or route them to the appropriate department for timely follow-up as needed.
• Process member transactions and requests, including but not limited to transfers, check withdrawals, loan payments, stop payment orders, and account inquiries.
• Prepare and handle documents requested by members, such as copies of statements, canceled or cleared checks, and account verifications.
• Perform account maintenance at the request of members, which may include profile updates, certificate maturity instructions, overdraft management, allotments, and credit or debit card maintenance.
• Promote and cross-sell products and services in alignment with Marketing initiatives.
• Offer financial guidance on credit union products and services to ensure that members' needs are effectively met.
• Execute all appropriate follow-up actions related to email content within position scope, which may involve account transactions, maintenance tasks, member credit/debit card activities, digital banking, bill payments, and other related responsibilities.
• Conduct research to resolve issues and ensure prompt, accurate responses to members. Tasks may require gathering supporting documentation, accessing multiple systems, and coordinating with various departments.
• Create and update email response templates to address frequently asked questions or issues, utilizing these templates to improve response efficiency.
• Identify, document, and report internal operational issues such as system or card-related problems and inaccuracies in website or printed materials.

Required Skills and Competencies:

• Minimum of a high school diploma; some college coursework preferred.
• At least one year of customer service experience, preferably within the financial sector and with electronic communication exposure.
• Exceptional written communication skills, with strong attention to grammar and punctuation.
• Proven organizational and time management capabilities.
• Demonstrated resourcefulness and detail-oriented problem-solving abilities.
• Strong prioritization skills to consistently meet deadlines.
• Ability to work independently with minimal supervision.
• Proficiency with computer keyboards and various software applications.
• Capability to operate essential office equipment, including computers, printers, calculators, telephones, copiers, fax machines, and scanners.
• Experience with Microsoft Office suite required.
• Willingness to work extended shifts or outside normal hours, as necessary.