Member Advocate (Temporary)

SF Fire Credit Union•San Francisco, CA

6h•$33 - $49•Hybrid

About The Position

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.

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 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
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

Nice To Haves

credit union experience a plus
experience with cross-selling preferred
Previous cash handling experience in a financial institution is preferred.

Responsibilities

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.