Member Advocate (Temporary)

About Us

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:

• 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

We also seek individuals who will thrive in a culture where we default to trust, embrace feedback, and desire to innovate, and who share our vision to help empower members to accomplish their dreams and build lasting financial security.

Work Culture

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-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.

Responsibilities

• Maintain ongoing product and service knowledge to best identify and meet the needs of our members through needs-based conversations, follow-through, and outreach.
• Meet or exceed individual and branch product sales goals by proactively identifying member needs, recommending appropriate solutions, and following up to ensure satisfaction.
• Research and resolve basic member inquiries related to all Credit Union accounts, products, and services.
• Provide a high-level enhanced member experience by going the extra mile—follow through with members to provide a WOW experience.
• Perform balancing duties and accurate transactions by standard operating procedures and regulations.
• Process authorized data changes on membership accounts.
• Educate members on our self-service options.
• Complete assigned reports, tasks, and projects within established guidelines and timeframes.
• Contribute to a team environment by showing respect and support for each other, practicing positive and respectful workplace communication techniques, and living up to your commitments.
• Partner with branch leadership and cross-functional departments to maintain operational integrity while mitigating risks.
• Maintain the Credit Union’s tradition of excellence by taking ownership, being reliable, and being solution-focused.
• Actively participate in business development activities, such as community events, local partnerships, and networking opportunities, to build relationships and generate new membership and lending opportunities.
• Participate in Team Huddles and contribute improvement tips and share the latest news.
• Perform other work as requested by the Branch Manager.

Requirements

• High school diploma or general education degree (GED) required.
• Experience in a Universal Agent role at a financial institution; credit union experience a plus.
• At least 2 years of experience in a customer service role; experience with cross-selling preferred.
• Previous cash handling experience in a financial institution is preferred.
• Passion for serving members and helping them achieve their financial goals by anticipating needs and advising on our products and services.
• Ability to manage time efficiently; enjoy being productive.
• Strong interpersonal skills, including the ability to build trusting relationships.
• Act as an advocate for our members.
• Ability to quickly learn and effectively use financial systems, software, and digital tools to support members and complete daily responsibilities; proficient in Microsoft Office products.
• Flexibility to work at other branch locations as business needs require.

Competencies

• Demonstrates critical thinking and effective decision-making skills.
• Ability to work effectively in a high-paced environment.
• Anticipates needs—takes a consultative approach to problem resolution.
• Has a sense of ownership and thinks like an owner; is solution-oriented.
• Is a self-starter; willingness to take initiative.
• Demonstrates strong learning agility and courage to seek out assistance.
• High emotional intelligence—empathetic.
• Possess and demonstrate active listening skills.
• Must be a team player, seeking to collaborate.
• Outgoing, personable, persuasive, and influencing.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $33.00 to $49.00.

Benefits

• 401(k) and Employer Match
• Health, Vision, Dental, 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)