Member Care Representative

The Member Care Representative at San Francisco Federal Credit Union (SFFedCU) provides quality service while answering incoming telephone calls and conducting outbound calls. This position resolves inquiries, conducts transactions like transferring funds between accounts and/or loans, stopping payments, closing and re-ordering cards, evaluating related transactions for risk, assisting with online and mobile banking as well as bill-pay services. The representative enhances member relationships by identifying and recommending products and services that would be beneficial to them.

Responsibilities

• Answer and resolve incoming telephone calls and conduct outbound calls
• Conduct transactions such as transferring funds, stopping payments, closing and re-ordering cards, and evaluating related transactions for risk
• Assist with online and mobile banking services and bill-pay services
• Identify and recommend products and services that would be beneficial to members
• Enhance member relationships by addressing questions and concerns
• Follow and achieve personal and departmental goals (KPI’s) on a monthly, quarterly, and yearly basis

Requirements

• A minimum of one year of banking and call center experience
• A High School diploma or equivalent
• Excellent customer service, solid problem-solving, and strong interpersonal skills
• A working knowledge of Microsoft Office software programs
• Strives to consistently exceed the expectations of the member in all interactions

Qualifications

• Bilingual (Spanish) ability is preferred but not required

SFFedCU offers an excellent benefits program including health insurance plans, generous PTO, 401(k) contributions, profit sharing, a competitive base, bi-annual bonuses, and tuition reimbursement. As an Equal Employment Opportunity Employer, SFFedCU does 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. Pursuant to the San Francisco Fair Chance Ordinance, SFFedCU considers for employment qualified applicants with arrest and conviction records.