Member Service Advisors

SF Fire Credit Union•San Francisco, CA

24d•$29 - $40•Onsite

About The Position

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.

Requirements

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
Multi-tasking ability is a must

Nice To Haves

Previous Call Center experience in a financial institution is preferred
Experience with Ultradata/FSP and Microsoft Office applications preferred

Responsibilities

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 timeframes
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 and evaluation of application, decision recommendation to the Loan Officer, and notification of loan decision to member
Processes new IRA, trust, UTMA and business accounts
Researches and resolves complex member inquiries related to all Credit Union accounts, products and services
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 being attentive to call volume and service levels in the Call Center
Performs all the duties of a Member Service Advisor II without supervision
Assists staff or members with difficult transactions and escalated calls
Maintains a thorough knowledge of IRA, trust, UTMA, and business account products
Assists the Call Center Manager with the administration of the Call Center. This includes keeping staff current on new procedures and policies, monitoring call volume and patterns, managing staff scheduling, and ensuring service standards are being met