Member Survey Specialist

Member Survey Specialist Location Alexandria, VA (King St. Metro-Eisenhower Ave. area) : Recognized by the city of Alexandria as a Gold Employer, the State Department Federal Credit Union (SDFCU) is dedicated to providing outstanding opportunities and professional development. Headquartered in Alexandria, Virginia, with assets exceeding $2.9 billion, we understand that our success is driven by our talented team members.

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 service, a matched 401(k) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of Working at State Department Federal Credit Union 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 healthy 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.

SDFCU is currently seeking a full-time Member Survey Specialist to manage the You Really Count (YRC) survey response process, ensuring prompt and meaningful engagement with member feedback. This role plays a key part in analyzing service trends, identifying areas for improvement, and enhancing the overall member experience. Acting as a liaison between members and management, the specialist brings attention to critical concerns and collaborates on solutions to resolve service-related issues. They also take a proactive approach in contacting members who are at risk of closing their accounts or have expressed a desire to do so, aiming to rebuild trust, strengthen relationships, and support member retention efforts.

DUTIES AND RESPONSIBILITIES:

• Develops and maintains comprehensive knowledge of all SDFCU products, services, new account procedures, loan guidelines, and service delivery channels
• Reviews YRC survey results and member feedback, providing timely responses to comments, questions, and service requests.
• Analyzes survey feedback to identify service-related issues and escalates concerns to management as needed.
• Collaborates with the Director of Member Contact Centers to monitor member service trends and deliver insightful reports to leadership.
• Communicates with members through various channels—including email, phone, and written correspondence—as appropriate.
• Compiles and delivers summary reports to management, outlining YRC feedback, follow-up actions, and resolution outcomes.
• Identifies members at risk of leaving SDFCU and evaluates their suitability for outreach efforts aimed at retention.
• Determines which members who have initiated account closures should be contacted in an effort to retain their membership.
• Generates detailed reports for management on member retention patterns, initiatives, and success metrics.

REQUIRED SKILLS AND COMPETENCIES:

• Minimum of two years of related experience in a similar role or environment
• High school diploma or equivalent (GED) required
• Strong interpersonal skills, including courtesy, tact, and diplomacy, are critical. This role requires frequent interaction with members and staff at all levels, often involving sensitive or escalated concerns. Sound judgment and discretion are essential
• Proven ability to recognize trends and provide actionable recommendations for process or service improvements.
• Proficiency in Microsoft Office Suite, particularly Word, Excel, and PowerPoint