Member Service Advisors

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.

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?

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.

Member Service Advisors are accountable for handling any remote communications from our members including telephone calls, postal mail, Internet mail and web chats. The handling of these communications will involve answering account and service inquiries, processing financial transactions, and cross-selling the appropriate credit union products and services, while consistently meeting the service standards established by the Credit Union.

• Handles member communications received via phone call, postal mail, Internet mail and web chat
• Maintains a thorough knowledge of all Credit Union products and services, and uses this knowledge to cross-sell appropriate products and services to members to maximize the member’s relationship
• Creates relationships with members by going the extra mile, completing tasks on or before assigned deadlines, and anticipating needs
• Maintains the Credit Union’s tradition of excellence by taking ownership of member issues, being count‑on‑able, seeking solutions first, and through accurate transaction processing and dissemination of information
• Contributes 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
• Completes training programs in accordance with your personal development plan
• Performs accurate transactions on existing savings, checking, certificate, consumer loan, real estate loan and credit card accounts in accordance with standard operating procedures and regulations
• Processes new savings, checking and certificate accounts
• Processes authorized data changes on the membership and account level
• 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 and time frames
• Performs other work as requested by the Call Center Manager

• Performs all the duties of a
  Member Service Advisor I without supervision
• Meets established individual and team sales and service goals
• Processes new membership applications including the opening of associated accounts
• Processes consumer loan applications including applicant interview, review…