Service Center Representative
Member Services | San Francisco, CA | Full Time
All employees of San Francisco Federal Credit Union are proactive, results driven, and committed to the Credit Union’s mission and vision by striving to achieve the highest standards of excellence and consistently exceeding the expectations of member, team, and community experiences. They are enthusiastic and willing ambassadors of the Credit Union through participation in Community Share projects and initiatives.
As the cornerstone of the Credit Union, the Service Center team is knowledgeable, proactive, and committed to enhancing the member experience.
The Service Center Representative will provide technical support by answering incoming calls from members needing assistance. The Service Center Representative prepares and processes all member requests, including withdrawals, consumer loan payments, cash advances, bank wires & transfers, and account updates.
Essential Functions and Responsibilities
Displays high energy and engagement in providing uncommonly good quality service to membership and credit union staff in a professional and courteous manner
Exudes a sense of urgency when communicating via email and voicemail by responding within 48 hours to email inquiries and 24 hours for voicemail inquiries
Displays personal accountability in following through on all agreed upon commitments and member requests
Consistently meets product referral and loan application goals by actively partnering with lending, financial services, and member services departments
Processes loan applications and supporting documents
Maintains up to date knowledge of policy procedure, regulatory processes for all products and services such as BSA, check holds, fees and returned items
Actively partners, collaborates, and solicits feedback from manager during coaching sessions
Provides thorough member education by offering comprehensive information on features and benefits of all credit union products and services
Always manages assigned workload in a timely manner and volunteers for additional work while remaining highly motivated, engaged, and energetic
Displays self-motivation and ongoing commitment to ensuring an 80% level or greater in sales and service proficiency as well as logged-in queue time average
Requirements and Skills
High school diploma or equivalent
One-year minimum banking and cash handling experience
Proficiency with Microsoft Office Suite of programs—Word, Excel, and Outlook
Able to work overtime on holidays and Saturdays as needed
Bilingual (Spanish) preferred
Outstanding listening comprehension
Excellent written communication
Solid problem solving
Strong interpersonal skills
Reliability and accountability
Physical Requirements and Work Environment
Standing, bending, stoop, sit, walk, twist, and turn
Ability to lift up to 25 pounds
Ability to use a computer keyboard, calculator, and mouse
Work environment is indoors; majority of the time is spent sitting at a desk
The compensation package includes an excellent benefits program including health insurance plans with 100% paid premiums, generous PTO, 401K contributions, profit sharing, a competitive base, annual and bi-annual bonuses, as well as commuter subsidies and tuition reimbursement.
Equal Opportunity Employer
San Francisco Federal Credit Union (SFFedCU) is an Equal Employment Opportunity Employer. In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.