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Support Services Representative

3 months ago

Alexandria, United States STATE DEPARTMENT FEDERAL CREDIT UNION Full time
Job DescriptionJob Description





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 $2.4 billion, we understand that our success is driven by our talented team members.

At State Department Federal Credit Union, 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.


We are currently seeking a full-time Support Services Representative who will be responsible for performing all tasks associated with deceased members’ accounts. The Support Services Representative will also be responsible for ensuring all tasks are performed, whether personally or by support staff, according to established procedures which meet existing legal and regulatory requirements. This position requires working Monday - Friday, 8 am – 5 pm, with rotating Saturdays, 8 am- 12 pm. Regular and reliable attendance is critical to be successful in this role.


Duties And Responsibilities

  • Receive notification of member death from Deposit and Check Operations as DNE (Death Notification Entry) for members receiving Federal benefits and code accounts according to established procedures
  • Receive death notifications via telephone, email, and/or fax notification from Branch staff, Member - Service Center staff, Email Correspondence Group, or as direct phone calls
  • Perform account research including, but not limited to, joint owner(s) on shares, payable on death beneficiary(s), outstanding loans, credit cards, delinquency status, etc.
  • Handle all death accounts in accordance with applicable Virginia laws and NCUA regulations
  • Consult with legal counsel, as needed, to seek advice on handling complicated cases/situations
  • Maintain ongoing communications, both verbally and in writing, with interested parties
  • Coordinate the collection of supporting documentation needed to disburse funds and close accounts or refer to Collections for further handling
  • Daily coordinate subsequent account closings with survivors after determining compliance with procedures
  • Maintain knowledge of death case procedures and make recommendations for procedural changes and implement changes
  • Provide support to staff and members regarding inquiries about all phases of death cases
  • Meet with surviving members in the branch to discuss death cases, as needed
  • Monitor deceased accounts to ensure they are either actively being worked or, if efforts to disburse funds and close accounts are exhausted, are properly coded to enable assessment of inactive account fees and ultimate escheatment
  • Assist survivors with completing forms by pre-filling them with available information prior to mailing
  • Encourage eligible survivors to establish their own accounts and assist with documentation to help coordinate new account opening
  • Create and provide training materials to co-workers in member facing departments, such as the call center, branches and the email correspondence group
  • Train staff to ensure others respond appropriately when made aware of a member’s death


Required Skills and Competencies:

1. Associates degree or minimum 2 years college in 4 year program.

2. Minimum two years customer service experience in the financial industry.

3. Demonstrated organizational and time management skills.

4. Demonstrated resourcefulness and problem-solving skills, with attention to detail and accuracy.

5. Demonstrated ability to multi-task and to exercise sound judgment.

6. Exceptional communication skills with specific ability to demonstrate empathy and patience, particularly when interacting with elderly, grieving survivors.

7. Ability to communicate effectively verbally and in writing, with attention to grammar and composition.

8. Professional phone etiquette.

9. Ability to work independently and regularly meet deadlines with minimum supervision.

10. Ability to work accurately with numbers.

11. Accurate typing with reasonable speed.

12. Ability to use office equipment, such as computer, printer, calculator, telephone, photocopier, facsimile machine and scanner.

13. Proficiency using Microsoft Office, specifically Outlook email, Excel and Word required.

14. Proficiency using Adobe Pro for creation and maintenance of electronic files.