Member Care Representative

San Francisco Federal Credit Union; San Francisco (CA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Generous PTO

401(k) contributions

Profit sharing

Bi-annual bonuses

Tuition reimbursement

Job summary

San Francisco Federal Credit Union is looking for a dedicated Member Care Representative to provide quality service through telephone interactions. This role involves answering calls, resolving inquiries, and conducting transactions efficiently.

The ideal candidate will have experience in banking or call centers and possess strong customer service and problem-solving skills. Additional benefits include health insurance, PTO, 401(k) contributions, and competitive salary.

Qualifications

• Minimum one-year banking and call center experience.
• Ability to consistently exceed member expectations.

Responsibilities

• Answer incoming calls and conduct outbound calls.
• Resolve inquiries and conduct transactions such as fund transfers.
• Identify beneficial products and services for members.

Skills

Customer service

Problem-solving

Interpersonal skills

Microsoft Office

Bilingual (Spanish)

Education

High School diploma or equivalent

Job description

Who Are We?

San Francisco Federal Credit Union is a reputable financial institution dedicated to providing excellent services and support to our members. With a commitment to integrity and innovation, we strive to meet the diverse financial needs of our community.

With an "A" health rating and solid year‑over‑year growth, our membership is now over 43,000, with assets surpassing $1.3 billion and branches located in San Francisco and San Mateo County. Continuing along its highly successful growth trajectory, SFFedCU is seeking a 100% on‑site Member Care Representative.

The Position

The Member Care Representative provides quality service while answering incoming telephone calls and conducting outbound calls. This person will effectively resolve inquiries, conduct transactions such as transferring funds between accounts and/or loans, stop payments, close and reorder cards, evaluate related transactions for risk, assist with online and mobile banking as well as bill‑pay services.

The representative will enhance member relationships by identifying products and services that would be beneficial to them such as loans and other services. This will be achieved by answering questions and concerns that are presented.

It is also expected to follow and achieve personal and departmental goals (KPIs) on a monthly, quarterly, and yearly basis.

Why Join Us?

The compensation package includes an excellent benefits program, including health insurance plans, generous PTO, 401(k) contributions, profit sharing, a competitive base salary, bi‑annual bonuses, and tuition reimbursement.

Equal Employment Opportunity

SFFedCU is an Equal Employment Opportunity Employer. In accordance with federal and state laws, we do not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.

In accordance with the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Qualifications

• Minimum one‑year banking and call center experience.
• High School diploma or equivalent.
• Excellent customer service, solid problem‑solving, and strong interpersonal skills.
• Working knowledge of Microsoft Office software programs.
• Ability to consistently exceed member expectations in all interactions.
• Bilingual (Spanish) ability is preferred but not required.