Member Advocate (Temporary)

sffirecu

San Francisco (CA)

On-site

USD 45,461,000 - 67,502,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

401(k) and Employer Match

Health, Vision, Dental and Life Ins

Annual Incentive/Bonus Program

Tuition Reimbursement Program

11 Paid Holidays + Competitive PTO

Home & Consumer Loan Program

Professional development and training

On-demand personal coaching

Wellness Program

Job summary

SF Fire Credit Union is seeking a Member Advocate to deliver outstanding service and understand members’ needs, offering products and services to boost their financial well-being. The role centers on needs-based conversations, cross-selling, and accurate transaction handling.

You’ll work to meet sales goals through proactive member engagement, while guiding customers through accounts and digital tools, and maintaining great teamwork within the branch.

Qualifications

High school diploma or GED required.
Experience in a Universal Agent role at a financial institution; credit union experience a plus.
At least 2 years of customer service experience; cross-selling preferred.
Cash handling experience in a financial institution is preferred.

Responsibilities

Maintain ongoing product and service knowledge to best identify and meet the needs of our members through needs-based conversations and outreach.
Meet or exceed individual and branch product sales goals by identifying member needs and recommending solutions.
Research and resolve basic member inquiries related to accounts, products, and services.
Provide a high-level enhanced member experience by going the extra mile and following through with members to deliver a WOW experience.
Perform balancing duties and accurate transactions by SOPs; process data changes on membership accounts.

Skills

Customer service

Cross-selling

Time management

Interpersonal skills

Team orientation

Adaptability

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Where it 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?
Be Personal – Walk the Member/Employee Path
Be a Leader – Empower, Collaborate, Own
Be Outside the Box – Innovate, Educate, Engage
Be Real – Integrity and Transparency Matter
Be the Connection – Serve our Community
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 pot luck 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?

MemberAdvocates are responsible for delivering an excellent service experience by seeking to understand themember’s short and long-term needs, offering products and services that improve themember’s overall financial well-being. As the face of the Credit Union, theMember Advocatemust be amemberadvocateand teammemberwho takes ownership of issues, seeks solutions, and is accountable to maintaining our tradition of excellence.

What You’ll Be Doing

Maintainongoingproductandserviceknowledgetobestidentifyandmeettheneedsofourmembers through needs-based conversations, follow-through, and outreach.
Meetorexceedindividualandbranchproductsalesgoalsbyproactivelyidentifyingmemberneeds, recommending appropriate solutions, and following up to ensure satisfaction.
ResearchandresolvebasicmemberinquiriesrelatedtoallCreditUnionaccounts,products,and services.
Provideahigh-levelenhancedmemberexperiencebygoingtheextramile-Followthroughwithmembers to provide a WOW experience.
Performbalancingdutiesandperformaccuratetransactionsbystandardoperatingprocedures and regulations. Process authorized data changes onmembership accounts.
Educatemembersonourself-service options.
Completesassignedreports,tasks,andprojectswithinestablishedguidelinesand timeframes.
Contributetoateamenvironmentbyshowingrespectandsupportforeachother,practicing positive and respectful workplace communication techniques, and by living up to your commitments.
Partnerwithbranchleadershipandcrossfunctionaldepartmentstomaintainoperational integrity while mitigating risks.
MaintainstheCreditUnion’straditionofexcellencebytakingownership,beingreliable,andbeing solution focused.
Activelyparticipateinbusinessdevelopmentactivities,suchascommunityevents, local partnerships,and networking opportunities,tobuild relationshipsandgeneratenewmembership and lending opportunities.
ParticipateinTeamHuddlesandcontributeimprovementtipsandsharelatest news.
PerformsotherworkasrequestedbytheBranchManager.

What We Look For In You

Highschooldiplomaorgeneraleducationdegree(GED)required
ExperienceinaUniversalAgentroleatafinancialinstitution;creditunionexperiencea plus
Atleast2yearsofexperienceinacustomerservicerole;experiencewithcross-selling preferred.
Previouscashhandlingexperienceinafinancialinstitutionispreferred.
Passionforservingmembersandhelpingthemachievetheirfinancialgoalsbyanticipatingneeds and advising on our products and services
Abilitytomanagetimeefficiently;enjoybeing productive.
Possessstronginterpersonalskills,includingtheabilitytobuildtrusting relationships
Actasanadvocateforour members
Abilitytoquicklylearnandeffectivelyusefinancialsystems,software,anddigitaltoolstosupportmembers and complete daily responsibilities; proficient in Microsoft Office products
Flexibilitytoworkatotherbranchlocationsasbusinessneeds require

COMPETENCIES

Demonstratescriticalthinkingandeffectivedecision-makingskills
Abilitytoworkeffectivelyinahighpaced environment
Anticipatesneeds–Takesaconsultativeapproachtoproblem resolution
Haveasenseofownershipandthinklikeanowner;issolution- oriented
Isaself-starter;willingnesstotake initiative
Demonstratesstronglearningagilityandcouragetoseekout assistance
Highemotionalintelligence–Empathetic
Possessanddemonstrateactivelistening skills
Mustbeateamplayer,seekingto collaborate
Outgoing/Personable/Persuasive/Influencing

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle objects, tools, or controls, and reach with hands and arms. The employee may occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus. The work environment characteristics described here represent those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 for theSan Francisco Marketis an hourly rate of $33.00 to $49.00.

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 pay‑stub. We genuinely care our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization at about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.