State Department Federal Credit Union

• 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.

• 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.

• 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

• 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