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About the Role

Member Advocates are responsible for delivering an excellent service experience by understanding member needs and offering products and services that improve their financial well-being. As the face of the Credit Union, the Member Advocate must be a proactive team member who takes ownership of issues, seeks solutions, and maintains our tradition of excellence.

Responsibilities

• Maintain ongoing product and service knowledge to identify and meet member needs 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 process accurate transactions according to standard operating procedures and regulations.
• Process authorized data changes on membership accounts.
• Educate members on self-service options.
• Complete assigned reports, tasks, and projects within established guidelines and timeframes.
• Contribute to a team environment by showing respect and support, practicing positive and respectful workplace communication, and fulfilling 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 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 products and services.
• Ability to manage time efficiently and enjoy being productive.
• Possess strong interpersonal skills, including the ability to build trusting relationships.
• Act as an advocate for members.
• Ability to quickly learn and effectively use financial systems, software, and digital tools.
• Proficient in Microsoft Office products.
• Flexibility to work at other branch locations as business needs require.
• Demonstrates critical thinking and effective decision-making skills.
• Ability to work effectively in a high-paced environment.
• 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/Influencing.
• Regularly required to stand, walk, use hands to handle objects, tools, or controls, and reach with hands and arms.
• May occasionally lift and move up to 25 pounds.
• Specific vision abilities required include the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Cross-selling
• Cash handling
• Customer service
• Interpersonal skills
• Financial systems
• Microsoft Office products
• Critical thinking
• Decision-making
• Problem resolution
• Active listening
• Collaboration
• Persuasion
• Influencing

Location

• San Francisco

Work Type

• Full-time

Experience Level

• 2+ years of customer service experience

Education Level

• High school diploma or GED

Salary/Compensations

• $33.00 to $49.00 per hour

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 was founded in 1951 and has grown to $1.7B in assets with a membership across San Francisco, San Mateo, and Marin Counties.
• The credit union values shared trust, continuous innovation, competitive rates, and excellent member service.
• SF Fire Credit Union has approximately 200 employees.
• 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.

Equal Opportunity

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