Member Services Specialist (Hybrid)
San Francisco, CA
Full Time
Mid Level
Where it all 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.
What we stand for…
There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.
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?
What it feels like…
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.
Is This the Career for You?
Member Services Specialists are responsible for providing tier 2 internal support and direct member support. Member Services Specialists are also responsible for creative problem solving, identifying cross sell opportunities, and assisting with administrative duties within the Member Services department. Member Services Specialists work closely with Member Services Advisors to ensure positive outcomes for member requests and support related issues. The Member Services team consists of two primary roles, Member Services Advisors (3 levels) and Member Services Specialists (2 levels). This job description is specific to the Member Services Specialist role. Member Services Specialists are expected to provide tier 2 support, complete processing assignments, and act as backup for remote communication channels as assigned to ensure our members are provided with world class service and first call resolution.
What You’ll Be Doing
Salary
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $36.00 to $55.00.
OUR BENEFITS
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a pay-stub. We genuinely care our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization at about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.
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.
What we stand for…
There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.
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?
What it feels like…
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.
Is This the Career for You?
Member Services Specialists are responsible for providing tier 2 internal support and direct member support. Member Services Specialists are also responsible for creative problem solving, identifying cross sell opportunities, and assisting with administrative duties within the Member Services department. Member Services Specialists work closely with Member Services Advisors to ensure positive outcomes for member requests and support related issues. The Member Services team consists of two primary roles, Member Services Advisors (3 levels) and Member Services Specialists (2 levels). This job description is specific to the Member Services Specialist role. Member Services Specialists are expected to provide tier 2 support, complete processing assignments, and act as backup for remote communication channels as assigned to ensure our members are provided with world class service and first call resolution.
What You’ll Be Doing
- Provide tier 2 operational support and direct member support.
- Effectively manage assigned Member Services SFT queues and assist in processing associated tickets.
- Assist with special projects and additional duties as assigned
- Maintain an advanced operational knowledge of all Member Services systems, processes, and tools.
- Utilize superior member service skills
- Embrace the spirit of teamwork by learning and sharing subject matter expertise within the department
- Use critical thinking to identify issues, obtain solutions and communicate the results to staff, and membership
- Process remote wire requests
- Open all types of accounts including checking, savings, CD’s and IRAs
- Accountable for assisting credit union staff with questions regarding member accounts, procedures, research, member disputes, loan payment reversals, and Visa adjustments.
- Own processes until completion
- Escalate issues to appropriate department and ensure proper end-point resolution
- Maintain communications with members during the issue resolution process
- Log issues and resolutions accurately and in a timely manner
- Identify opportunities for improvement and reports them to the Member Services management.
- Complete assigned weekly call and chat backup rotations.
- Meet established individual and team service goals
- 3-5 years of financial services industry experience
- Experience with back-office processing within a financial institution preferred
- SF Fire CU operational background preferred
- High school diploma or GED required or equivalent combination of education and experience.
- Experience with Corelation Keystone Core Banking software and Microsoft Office applications
- Various shifts are available Monday through Friday 7am to 7pm, and Saturdays from 9am to 5pm
- Customer Focus - Is dedicated to meeting the expectations of internal and external customer.
- Proficiency in Mandarin or Cantonese is highly desirable, to support communication with our significant Chinese-speaking member population.
- Approachability - Is easy to approach and talk to; Spends extra effort to put others at ease
- Peer Relationships - Is seen as a team player and is cooperative
- Decision Quality - Makes good decisions based upon a mixture of analysis, experience and judgment
- Problem Solving - Uses rigorous logic to solve difficult problems with effective solutions
- Drive For Results - Steadfastly pushes self and others for results
- Interpersonal Savvy - Relates well to all kinds of people; builds constructive and effective relationships
- Integrity and Trust - Is widely trusted; is seen as a direct truthful individual
- Listening - Practices attentive and active listening; Has the patience to hear people out
- Action Oriented - Full of energy for things he/she sees as challenging, not fearful of acting
- Personal Learning - Seeks feedback; Displays a high level of curiosity and translates it into new approaches to problem solving
- Creativity - Challenges conventional practices in a constructive manner
Salary
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $36.00 to $55.00.
OUR BENEFITS
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a pay-stub. We genuinely care our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization at about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.
- 401(k) and Employer Match
- Health, Vision, Dental and Life Insurance
- Annual Incentive/Bonus Program
- Tuition Reimbursement Program
- 11 Paid Holidays + Competitive PTO package
- Home & Consumer Loan Program (Discounted Rates)
- Professional development and training programs
- On-demand personal coaching resource
- Wellness Program (Discounted Gym Membership)
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