Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Member Service Advisors are accountable for handling remote communications from members, including telephone calls, postal mail, Internet mail, and web chats. This involves answering inquiries, processing transactions, and cross-selling products and services while meeting established service standards.

Responsibilities

• Handles member communications received via phone call, postal mail, Internet mail, and web chat.
• Maintains thorough knowledge of all Credit Union products and services.
• Cross-sells appropriate products and services to members to maximize relationships.
• Creates relationships with members by going the extra mile, completing tasks on or before deadlines, and anticipating needs.
• Takes ownership of member issues, seeks solutions, and ensures accurate transaction processing and information dissemination.
• Contributes to a team environment through respect, support, positive communication, and commitment.
• Completes training programs in accordance with personal development plans.
• Performs accurate transactions on various account types according to procedures and regulations.
• Processes new savings, checking, and certificate accounts.
• Processes authorized data changes on membership and account levels.
• 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.
• Performs other work as requested by the Call Center Manager.
• Performs all duties of a Member Service Advisor I without supervision.
• Meets established individual and team sales and service goals.
• Processes new membership applications and associated accounts.
• Processes consumer loan applications, including interviews, evaluations, and recommendations.
• Processes new IRA, trust, UTMA, and business accounts.
• Researches and resolves complex member inquiries.
• 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 monitoring call volume and service levels.
• Assists staff or members with difficult transactions and escalated calls.
• Maintains thorough knowledge of IRA, trust, UTMA, and business account products.
• Assists the Call Center Manager with the administration of the Call Center, including staff training, call volume monitoring, scheduling, and service standard adherence.

Requirements

• Ability to perform each essential duty satisfactorily.
• Multi-tasking ability is a must.
• High school diploma or general education degree (GED) required.
• At least two years related experience and/or training.
• Equivalent combination of education and experience.
• Ability to read and comprehend verbal and written instructions.
• Ability to write business communications to members and employees.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• 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.
• Ability to operate a personal computer in a Windows environment.
• Regularly required to talk or hear.
• Frequently required to sit.
• Occasionally required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arms.
• Occasionally lift and/or move up to 25 pounds.
• Ability to adjust focus.

Skills

• Cross-selling
• Ultradata/FSP
• Microsoft Office applications

Location

• San Francisco

Work Type

• Full-time

Experience Level

• At least two years related experience
• Previous Call Center experience in a financial institution is preferred

Education Level

• High school diploma or general education degree (GED)

Salary/Compensations

• Hourly rate of $29.00 to $40.00

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)

About the Company

• SF Fire Credit Union first opened its doors in 1951 from a modest office space.
• Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends throughout San Francisco, San Mateo and Marin Counties.
• Members benefit from shared trust, continuous innovation of products and services, competitive rates, and excellent member service.
• The company values align with being Personal, a Leader, Outside the Box, Real, and the Connection.
• The company culture defaults to trust, embraces feedback, and desires to innovate.
• The company vision is to help empower members to accomplish their dreams and build lasting financial security.
• The work environment feels like working with a big family, with potluck lunches, birthday celebrations, and after-hours get-togethers.
• The company values a good sense of humor, is motivated by a higher purpose, and has an "in-this-together" attitude.
• The company values real work/life balance.
• The company is a relatively small organization with about 200 employees, allowing employees to see the impact of their efforts.

Equal Opportunity

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