Job Details

Our Journey

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 beginningswhere everyone pitched in to help one another in their communitythat 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.

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?

Most days it feels more like going to work with a big family. Whether it's a potluck 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.

What You'll Be Doing

Since service knows no distance, you'll contribute significantly to the success of the Virtual Branch and helping members by:

1. Maintaining a holistic knowledge of the Credit Union's financial products and services.
2. Consistently providing strong member service, offering solutions, and sharing products and services to help members meet their short and long-term financial needs to ensure overall financial well-being.
3. Listening carefully and assisting members with their questions or issues, showing initiative, and proactively preventing problems.
4. Providing a high-level, memorable video-based member experience, the Virtual Branch Partner is the on-camera face of the Credit Union responsible for creating an environment that influences the use of technology to meet members' needs of today and the future.

*Hybrid position*

Maintain ongoing product and service knowledge to best identify and meet the needs of our members through needs-based conversations, follow-through, and outreach. 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. Meet or exceed individual and branch product sales goals by proactively identifying member needs, recommending appropriate solutions, and following up to ensure satisfaction. Provide financial consultation on new accounts, loans, and transactions. As a trusted partner, build and grow memorable relationships with our members. Educate members on our self-service options. Provide a high-level enhanced member experience by going the extra mile - follow through with members to provide a WOW experience. Process and monitor the online application pipeline, including outbound communication with members to support Credit Union product offerings. Research and resolve member inquiries related to all Credit Union accounts, products, and services. Maintain the Credit Union's tradition of excellence by taking ownership, being reliable, and being solution-focused. Notify manager of any service concerns by identifying opportunities to improve operational efficiency. Support and proactively work to reach Credit Union, department, and individual goals while supporting Marketing campaigns and efforts. Contribute to a team environment by showing respect and support for each other, practicing positive and respectful workplace communication techniques, and living up to your commitments. Demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD) as it specifically relates to their job functions. Perform other work as requested by the Virtual Branch Manager.

What We Look For In You

• High school diploma or general education degree (GED) required.
• At least 2 years of experience in a related or customer service role; experience with cross-selling preferred.
• Passion for serving members and helping them achieve their financial goals by anticipating needs and advising on our products and services.
• Must be comfortable making outbound consultations with prospective members and members.
• Possess strong interpersonal skills, including the ability to build trusting relationships.
• 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.
• Experience with Corelation Keystone and Meridian Link preferred.
• Must be able to participate in in-person business development activities in the SF Bay Area.
• Ability to manage time efficiently; enjoy being productive.

Competencies:

• Is a self-starter; willingness to take initiative.
• Possess and demonstrate active listening skills.
• Ability to work effectively in a high-paced environment.
• Demonstrates critical thinking and effective decision-making skills.
• Demonstrates flexibility and resilience, with the ability to adjust quickly to new tools, workflows, and other changes.
• Must be a team player, seeking to collaborate.
• Have a sense of ownership and think like an owner; is solution-oriented.
• Possess strong learning agility and the courage to seek out assistance.
• Possess high emotional intelligence, empathetic.
• Be tech savvy.
• Outgoing/Personable/Persuasive/Influencing.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle objects, tools, or controls, and reach with hands and arms. The employee may occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus. The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

Note: This job description is non-contractual, or an exhaustive list and it may be added to or changed from time to time.

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 $32.44 to $48.67.

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)

"Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."