Member Service Advisors

SF Fire Credit Union; San Francisco (CA); On-site; USD 3,995,040 - 5,510,400; Full time

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

Job summary

SF Fire Credit Union in San Francisco seeks a proactive Member Service Advisor to handle remote communications (phone, postal mail, Internet mail, web chat) and to cross-sell credit union products. You will process transactions across savings, checking, certificates and loans, while building trusted member relationships and upholding service standards.

The role spans Level I–III with evolving responsibilities, demanding attention to deadlines, teamwork, and customer-focused problem solving.

Qualifications

• Education and/or EXPERIENCE: High school diploma or GED; plus at least two years related experience and/or training.
• LANGUAGE SKILLS: Ability to read and comprehend verbal and written instructions. Ability to write business communications.
• 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.
• COMPUTER SKILLS: Ability to operate a personal computer in a Windows environment. Experience with Ultradata/FSP and Microsoft Office applications preferred.

Responsibilities

• Handles member communications received via phone, postal mail, Internet mail and web chat.
• Maintains thorough knowledge of all Credit Union products and services and uses this knowledge to cross-sell appropriate products and services.
• Creates relationships with members by going the extra mile and completing tasks on or before deadlines.
• Maintains the Credit Union’s tradition of excellence by owning member issues and providing solutions.
• Performs accurate transactions on savings, checking, certificates and loan accounts per procedures.

Skills

Call Center Experience

Customer Service

Cross-selling

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…

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?

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 aMember 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 aMember 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, 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 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 $29.00 to $40.00.

Our Benefits

• 401(k) and Employer Match
• Health, Vision, Dental and Life Insurance
• Annual Incentive/Bonus Program
• Tuition Reimbursement Program
• 11 Paid Holidays +CompetitivePTO 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.