Member Service Advisor

Where it all began…
In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo, and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created.

What we stand for…
There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.
First, do they align with our values?

• We win together.
• We are of service to members above all else.
• We are authentic, transparent, and honest.
• We challenge the conventional with creativity.
• We embrace diverse voices.

Second, will they thrive in a culture like ours, where we default to trust, embrace feedback, and desire to innovate? Finally, do they share our vision to help empower members to accomplish their dreams and build lasting financial security in whatever way is most relevant to their role?

What it feels like…
Most days it feels more like going to work with a big family. Whether it’s a potluck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get-together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance.

Is This the Career for You?

Member Services Advisors are responsible for providing exceptional service and support to our members via our remote communication channels. Member Services Advisors are also responsible for creative problem solving, identifying cross-sell opportunities, and assisting with administrative duties within the Member Services department. Member Services Advisors work closely with Member Services Specialists to ensure positive outcomes for member requests and support related issues. The Member Services team consists of two primary roles, Member Services Advisors (3 levels) and Member Services Specialists (2 levels). This job description is specific to the Member Services Advisor role. Member Services Advisors are expected to provide our membership with world class service and first contact resolution.

What You’ll Be Doing

• Primary responsibility is working remote communication channels which includes, phone, chat, voice, secured messages, email, and fax.
• Maintains a thorough knowledge of all Credit Union products and services, and uses this knowledge to cross-sell appropriate products and services to members to maximize the member’s relationship.
• Creates Elationships with members by going the extra mile, completing tasks on or before assigned deadlines, and anticipating needs.
• Maintains the Credit Union’s tradition of excellence by taking ownership of member issues, being count-on-able, seeking solutions first, and through accurate transaction processing and dissemination of information.
• Contributes to a team environment by showing respect and support for each other, practicing positive and respectful workplace communication techniques, and by living up to your commitments.
• Embrace the spirit of teamwork by learning and sharing subject matter expertise within the department.
• Completes training programs in accordance with your personal development plan.
• Performs accurate transactions on existing savings, checking, certificate, consumer loan, real estate loan and credit card accounts in accordance with standard operating procedures and regulations.
• Processes new savings, checking and certificate accounts.
• Processes authorized data changes on the membership and account level.
• Accept consumer loan applications, forwarding completed applications to Consumer Lending.
• Researches and resolves basic member inquiries related to all Credit Union accounts, products and services.
• Practices the Credit Union’s service standards.
• Completes assigned reports, tasks and projects within established guidelines and timeframes.
• Meets established individual and team sales and service goals.
• Performs other work as requested by the Member Services Manager.

What We Look For In You

• QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Multi-tasking ability is a must.
• EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) required; plus at least 1 year related experience and/or training; or equivalent combination of education and experience. Previous Call Center experience in a financial institution is preferred.
• LANGUAGE SKILLS: Ability to read and comprehend verbal and written instructions. Ability to write business communications to members and employees.
• REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.
• MATHEMATICAL SKILLS: Ability to reconcile member and general ledger accounts. Ability to calculate figures and amounts such as interest, dividends, and percentages. Ability to apply concepts of basic algebra.
• COMPUTER SKILLS: Ability to operate a personal computer in a Windows environment. Experience with Corelation KeyStone Core Banking software and Microsoft Office applications preferred.
• PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.
• WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually quiet.

Note: This job description is non-contractual, or an exhaustive list and it may be added to or changed to from time to time.

Salary
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $24.69/hr to $37.04/hr.

Our Benefits
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a paystub. We genuinely care about our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization with about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.

• 401(k) and Employer Match
• Health, Vision, Dental, STD/LIFE/AD&D and Life Insurance
• Annual Incentive/Bonus Program
• Tuition Reimbursement Program
• 11 Paid Holidays + Competitive PTO package
• Home & Consumer Loan Program (Discounted Rates)
• Professional development and training programs
• On-demand personal coaching resource
• Wellness Program (Discounted Gym Membership)

“Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.”