Member Service Advisor I-III

SF Fire Credit Union

San Francisco, Northern (CA, KY)

On-site

USD 36,000 - 68,000

Full time

14 days+

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Benefits offered by this job

401(k) and Employer Match

Health Insurance

Annual Incentive/Bonus Program

Tuition Reimbursement

Paid Holidays + PTO

Discounted Loan Rates

Professional development

Wellness Program

Job summary

SF Fire Credit Union in San Francisco is seeking a Member Service Advisor to support members across phone, mail, and web chat, handling inquiries, keeping accounts accurate, and promoting the right credit union products.

Level I–III roles involve guiding members through transactions, opening new accounts, processing loans, and resolving issues with courtesy and knowledge. Strong communication and financial services aptitude are essential.

Qualifications

High school diploma or GED required; plus at least two years related experience and/or training; or equivalent combination of education and experience.
Previous Call Center experience in a financial institution is preferred.

Responsibilities

Handles member communications via phone, postal mail, Internet mail and web chat.
Maintains knowledge of all Credit Union products and services and cross-sells appropriate products.
Creates relationships with members by going the extra mile and meeting deadlines.
Performs accurate transactions on savings, checking, loans, and accounts per procedures and regulations.
Resolves basic member inquiries related to accounts, products, and services.
Completes assigned reports, tasks and projects within guidelines and timeframes.

Skills

Communication skills

Customer service

Problem solving

Attention to detail

Education

High school diploma or GED

Tools

Ultradata/FSP

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 in 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 togethers, 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 Service Advisors are accountable ...

Member Service Advisors are accountable for handling any remote communications from our members including telephone calls, postal mail, Internet mail and web chats. The handling of these communications will involve answering account and service inquiries, processing financial transactions, and cross-selling the appropriate credit union products and services, while consistently meeting the service standards established by the Credit Union.

What You Get To Do

Level I

Handles member communications received via phone call, postal mail, Internet mail and web chat
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 relationships 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
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
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
Performs other work as requested by the Call Center Manager

Level II

Performs all the duties of a Member Service Advisor I without supervision
Meets established individual and team sales and service goals
Processes new membership applications including the opening of associated accounts
Processes consumer loan applications including applicant interview, review and evaluation of application, decision recommendation to the Loan Officer, and notification of loan decision to member
Processes new IRA, trust, UTMA and business accounts
Researches and resolves complex member inquiries related to all Credit Union accounts, products and services
Performs "Thank You" calls to members based on established guidelines
Performs "Campaign" calls to members as directed
Notifies the Call Center Manager of any service concerns by being attentive to call volume and service levels in the Call Center

Level III

Performs all the duties of a Member Service Advisor II without supervision
Assists staff or members with difficult transactions and escalated calls
Maintains a thorough knowledge of IRA, trust, UTMA, and business account products
Assists the Call Center Manager with the administration of the Call Center. This includes keeping staff current on new procedures and policies, monitoring call volume and patterns, managing staff scheduling, and ensuring service standards are being met

What We Look For In You

To perform this job successfully...

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 & Experience

High school diploma or general education degree (GED) required; plus at least two years 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 Ultradata/FSP 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.

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 the San Francisco Market is an hourly rate of $26.00 to $49.00. Our benefits