Sr. Digital Sales and Service Relationship Specialist

San Francisco Federal Credit Union•San Francisco, CA

53d

About The Position

The Senior Digital Sales and Service Relationship Specialist serves as a strategic leader and expert virtual banker, driving member engagement and financial wellness through advanced digital channels. This elevated role combines deep relationship management expertise with a proactive, consultative approach to sales and service, positioning the Senior DSSRS as a key contributor to the Credit Union's Virtual Banking transformation. As a senior-level professional, the Senior DSSRS mentors junior team members, leads complex member interactions, and collaborates cross-functionally with Business Development, Marketing, and Product teams to optimize lead conversion, deepen member relationships, and enhance digital service delivery. This role is ideal for a results-driven, digitally fluent relationship strategist who thrives in a fast-paced, innovative-focused environment.

Requirements

Associate or bachelor's degree in business, finance, or related field preferred; equivalent experience accepted.
4-5 years of experience in digital sales, banking, or customer service within a financial institution.
Prior experience in a team lead or supervisory role with demonstrated ability to support team performance.
Proven success in meeting sales goals, especially in lending and membership growth.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and comfortable with digital platforms and CRM tools.
Strong written and verbal communication skills for member interaction and team collaboration.
Solid understanding of digital banking tools, online platforms, and mobile applications.
Strong knowledge of lending products and cross-sell strategies.
Knowledge of compliance and security standards in digital banking; willingness to learn and apply regulations.
Ability to coach and mentor team members to improve performance and service delivery.
Strong interpersonal skills with a professional, member-focused demeanor.
Capable of managing daily workflows, resolving escalations, and maintaining service quality.
Passion for digital transformation and member engagement in financial services.

Nice To Haves

Experience in a credit union or community financial institution is a plus.

Responsibilities

Support the transition to a virtual banking model by coordinating team efforts and contributing to process improvements that enhance digital member experiences.
Assist in developing and delivering training programs to help team members build skills in digital engagement, virtual communication, and product knowledge.
Foster a team culture of adaptability and continuous learning by encouraging collaboration, feedback, and professional growth.
Help drive team performance toward goals in membership growth, loan origination, and product cross-sell through coaching and hands- on support.
Monitor performance metrics to identify service gaps, streamline workflows, and suggest improvements to enhance member satisfaction.
Partner with cross-functional teams, including Marketing, Lending, and Member Services-to support campaigns and initiatives that boost member engagement.
Contribute to initiatives that improve product adoption and strengthen member relationships across digital channels.
Manage day-to-day operations of digital retail channels, ensuring timely and accurate service delivery and fulfillment.
Apply standardized sales processes and assist in refining digital content to support team effectiveness and member outreach.
Support risk management efforts by reinforcing compliance practices and participating in training to reduce operational exposure.
Help maintain consistent member engagement by managing escalations, resolving issues, and ensuring service quality.
Provide coaching and feedback to team members to improve performance, deepen product fluency, and enhance member interactions.
Oversee daily workflows, monitor SLAs, and ensure accuracy in loan disbursement and application processing.
Participate in data analysis and testing to identify trends and contribute to ongoing process improvements.
Track team-level KPIs and assist in adjusting tactics to improve digital engagement, loan activity, and membership growth.
Take on additional responsibilities as needed to support departmental goals and organizational initiatives.

Benefits

The compensation package includes an excellent benefits program including health insurance plans, generous PTO, 401(k) Plan, profit sharing, competitive base, bi-annual bonuses, as well as tuition reimbursement.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume