Member Service Advisors

About the role

In 1951, SF Fire Credit Union began operations from a modest 10' × 15' office space. Today, it has grown to $1.7B in assets and serves members in San Francisco, San Mateo, and Marin Counties. The credit union is known for its shared trust, continuous innovation, competitive rates, and excellent member service.

Responsibilities

• Handles member communications via phone, postal mail, Internet mail, and web chat
• Maintains knowledge of all Credit Union products and services to cross-sell appropriately
• Builds relationships with members by exceeding expectations and meeting deadlines
• Ensures accuracy in transaction processing and information dissemination
• Works collaboratively with team members and follows service standards
• Completes training programs and assigned tasks
• Processes new savings, checking, certificate, consumer loan, real estate loan, and credit card accounts
• Manages new membership and loan applications
• Resolves member inquiries related to various accounts and products
• Performs "Thank You" and "Campaign" calls
• Notifies the Call Center Manager of service concerns
• Assists with difficult transactions and escalated calls
• Supports the Call Center Manager with administrative tasks

Qualifications

• High school diploma or GED
• At least two years of related experience or training
• Previous Call Center experience in a financial institution preferred
• Multi-tasking ability
• Reasonable accommodations may be made for individuals with disabilities

Skills

• Multi-tasking ability
• Reasonable accommodations for individuals with disabilities

Benefits

• 401(k) and employer match
• Health, vision, dental, and life insurance
• Annual incentive/bonus program
• Tuition reimbursement program
• Home & Consumer Loan Program (discounted rates)
• Professional development and training programs
• On-demand personal coaching resource
• Wellness program (discounted gym membership)

Pay

A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $29.00 to $40.00.

Schedule

The work environment is usually quiet, and the noise level is usually quiet. The employee is regularly required to talk or hear, frequently sit, and occasionally lift up to 25 pounds.