Member Advocate (Temporary)

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 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 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 Advocates are responsible for delivering an excellent service experience by seeking to understand the member’s short and long-term needs, offering products and services that improve the member’s overall financial well-being. As the face of the Credit Union, the Member Advocate must be a member advocate and team member who takes ownership of issues, seeks solutions, and is accountable to maintaining our tradition of excellence.
What You’ll Be Doing

• 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 perform accurate transactions by standard operating procedures and regulations. Process authorized data changes on membership accounts.
• Educate members on our self-service options.
• Completes 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 by living up to your commitments.
• Partner with branch leadership and cross functional departments to maintain operational integrity while mitigating risks.
• Maintains 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 latest news.
• Performs other work as requested by the Branch Manager. 

What We Look For In You

• 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
• Possess 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
• Have a sense of ownership and think 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/Influencing

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. The work environment characteristics described here represent those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Note: This job description is non-contractual, or an exhaustive list and it may be added to or changed to from time to time. 
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 $33.00 to $49.00.
Our Benefits
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a pay-stub. We genuinely care our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization at about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.

• 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)

“Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.”