Opportunity

Here at San Francisco Fire Credit Union we serve those who serve our communities: the brave men, women and families of fire departments.

About Us

Here at San Francisco Fire Credit Union we serve those who serve our communities: the brave men, women and families of fire departments.

As an employee, your energy and commitment allows them to continue helping and saving others. Sure we have a competitive compensation and benefits package, but the true reward of working here can’t be spent in a day. It’s knowing you belong to an organization that watches out for you and cares about your professional and personal growth.

Open Positions:

Financial Services Consultant (Full-time Position, California Street)

Member Elations Consultant

Card Services Specialist

Licensed Investment Sales Associate


Financial Services Consultant (Full-Time Position, California Street)

Summary:

Financial Service Representatives are accountable for handling all in-person requests from our members including transaction processing, account updates, new account openings, new loan interviewing and processing, and cross-selling the appropriate credit union products and services, while consistently meeting the service standards established by SF Fire Credit Union.

Essential Responsibilities:

Level I

  • 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 “Elationships” 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
  • Negotiates checks presented against an account and applies applicable holds on checks based on established guidelines
  • Operates assigned cash can and teller’s sub-vault within established guidelines
  • Processes new savings and certificate accounts
  • Assists members in completing most Credit Union supplied forms
  • Creates temporary checks for members as required
  • Assists members with debit card re-pinning and ATM usage
  • 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 shared branch transactions for non-members
  • Performs other work as requested by the Branch Manager

Level II

  • Performs all the duties of a Financial Service Representative I without supervision
  • Meets established individual and team sales and service goals
  • Processes new membership applications including applicant interview, review and evaluation of application, decision recommendation to the Loan Office, and notification of loan decision to member
  • Processes new IRA, trust, UTTMA and business accounts
  • Researches and resolves complex member’s inquiries related to all Credit Union accounts, products and services
  • Acts as vault letter as required
  • Operates the branch greeter station as required
  • Performs “Thank You” calls to members based on established guidelines
  • Performs “Campaign” calls to members as directed

Level III

  • Performs all the duties of a Financial Service Representative II without supervision
  • Assists staff or members with difficult transactions and escalated “challenges”
  • Maintains a thorough knowledge of IRA, trust, UTMA and business accounts products
  • Supports the administration of the Branch in absence of the Branch Manager

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Multi-tasking ability is a must.

Education and/or Experience:

High school diploma or general education degree (GED) required; plus at least one year related experience and/or training; or equivalent combination of education and experience. Previous cash handling experience in a financial institution is preferred.

Language Skills:

Ability to read and comprehend verbal and written instructions. Ability to write basic business communications to members and employees.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Mathematic Skills:

Ability to work with member and general ledger accounts. Ability to calculate figures and amounts such as interest, dividends and percentages. Ability to apply concepts of basic algebra.

Computer Skills:

Ability to operate a personal computer in a Windows environment. Experience with Ultradata/FSP and Microsoft Office applications preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required sit, stand and walk; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee must occasionally lift and or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employe encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Disciplinary action up to and including dismissal can result from “conduct that is not listed, but that is unprofessional, adversely affects, or is detrimental to the credit union, its employees, members or the public at large.”

How To Apply: Please apply for this position by sending your resume (attached as a Microsoft Word document or PDF) to Sandra Gomez at sgomez@sffirecu.org. We also respectfully ask that those interested in this position to NOT CONTACT US BY PHONE, as the increased call volume has a negative impact on the level of service we are able to provide our members.
>>Back to Top


Member Elations Consultant

Summary:

Member Elations Consultant’s are accountable for assisting member through outbound welcome calls. Accountable for assisting member experience staff with questions regarding member accounts, procedures, researches, member disputes, loan payment reversals, training assistance, identifying problem trends and follow up with the members. The handling of these communications will involve answering account and service inquiries, processing financial transactions, reporting to managers with potential training needs based on the calls being placed to the help desk.

Essential Duties

  • Provide first-level contact to our members through the use of outbound welcome calls
  • Track the member experience and report them to the Contact Center Manager on a monthly basis
  • Identify and resolve any member service issues that may have arisen when talking with the members and report them to the Senior Service Coordinator for tracking
  • Utilize Satematrix system to identify and contact detractor comments to provide assistance and resolution
  • Possess a full knowledge of all the credit union products and services
  • Utilizes superior member service skills
  • Serve as a resource and back up to take incoming member calls during heavy call times or during staff shortage
  • Provide first-level contact and problem resolution for all member experiences staff with product and service questions and/or problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Uses advanced troubleshooting and problem solving skills
  • Ability to identify problem issues, obtain solutions and communicate the results to both management and staff
  • Provide accurate and timely logging of problems and resolution for problems
  • Escalate problems as appropriate to the appropriate department managers
  • Act as a liaison between member’s and internal support staff to assure accurate problem interpretation
  • Act as a liaison between departments to ensure high level of member service
  • Utilizes superior member service skills
  • Maintain communications with members during the problem resolution process
  • Perform coaching and mentoring for member experience staff as assigned
  • Utilize the service fulfillment ticketing system to ensure timely member follow up and problem resolution
  • Take calls in queue to assist members with any transactions, researches, account updates and investigations

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Multi-tasking ability is a must. Work schedule may vary Saturday through Friday 6 am to 10 pm, telecommuting may be approved for business hours.

Education and/or Experience

High school diploma or general education degree (GED) required; plus at least two years related experience and/or training; or equivalent combination of education and experience. Previous Call Center experience in a financial institution is preferred.

Language Skills

Ability to read and comprehend verbal and written instructions. Ability to write business communications to members and employees.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Mathematical Skills

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.

Computer Skills

Ability to operate a personal computer in a Windows environment. Experience with Ultradata/FSP and Microsoft Office applications preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

How To Apply:

Please apply for this position by sending your resume and cover letter (attached as a Microsoft Word document or PDF) to Rob Price at rprice@sffirecu.org. We also respectfully ask that those interested in this position DO NOT CONTACT US BY PHONE, as the increased call volume has a negative impact on the level of service we are able to provide our members.


Card Services Specialist

Summary

The Card Services Department is responsible for overseeing all processes and procedures related to SF Fire Credit Union’s debit and credit cards and to ensure that the members who utilize our card services products are provided an exceptional service experience.

Department-Wide Duties and Responsibilities

  • Maintains a thorough working knowledge of all aspects of card operations, including card production, card activation, transaction processing, dispute processing and fraud monitoring and reporting
  • Maintains a thorough knowledge of card-related legal and regulatory mandates ensuring all aspects of our Debit and Credit Card Programs are in compliance
  • Maintains a thorough knowledge of debit and credit card industry trends, ensuring we are delivering card products and services that are competitive and meet or exceed our Members’ needs and expectations
  • Maintains competency and stays up to date with card-related software and applications including but not limited to JHA/Powerlink, eFunds, CardWizard, Co-op/FIS, VisaOnline, Star, FSP/Card Management System, Card Ordering Tool
  • Evaluates current operating environment and provides suggestions to streamline and innovate processes and procedures
  • Creates elationships with Members and other Credit Union staff by going the extra mile and completing tasks on or before assigned deadlines
  • Maintains the Credit Union’s tradition of excellence by taking ownership of member issues, being accountable, seeking solutions first, and providing accurate 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 commitments
  • Completes training programs in accordance with your personal development plan
  • Supports other departments in our mission to provide Exceptional Member Service
  • Maintains a working knowledge of SF Fire’s products and services
  • Assists and backs-up the payment systems department, as needed

Card Services Specialist Duties and Responsibilities

  • Processes daily card related reports and tasks, including but not limited to the Rush Card Report, PIN Offset Report, CAMs Activations, Awards Redemptions, Apple Pay Confirmations, Name Length Exceptions and Card Stock Balancing
  • Fulfills all instant issue and expedited card request
  • Assists with working the Card Services service ticket (SFT) queue, ensuring requests are completed on or before the deadlines established
  • Assists with cardholder dispute processing from initiation through the completed chargeback process, including written and verbal communications with the member, as necessary
  • Processes fraud claims and helps to identify fraud trends
  • Assists with completing the quarterly VISA filings, along with assisting in the completion of other monthly, quarterly, or annual card reporting requirements
  • Assists with processing member transactions regarding the Extra Awards program and assists with Awards Point Audits during Balance Transfer Promotions
  • Assists with monitoring and processing CAMs alerts and BIN restrictions
  • Assists with reducing fraud loss using a proactive approach, including but not limited to identifying common point of card compromise, reviewing name-matching reports, assessing fraud monitoring decisions and assessing transaction risk scoring
  • Assists with reducing fraud loss using a proactive approach, including but not limited to identifying common point of card compromise, reviewing name-matching reports, assessing fraud monitoring decisions and assessing transaction risk scoring
  • Performs monthly VISA Statement testing, review and approval
  • Supports and assists front-line staff with credit and debit card related issues, including card creation and activation as well as fraud claims and disputes
  • Supports and assists members directly, as needed
  • Works on departmental and organizational projects, such as the EMV Card (chip card) Migration Project, and other departmental duties as assigned

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED) required; associates degree or higher degree preferred. Minimum of two years of financial-institution experience preferred.

Language Skills

Ability to read, analyze, and interpret common professional and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from members, regulatory agencies, or other employees. Ability to effectively present information to top management.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Have the ability to identify trends. GL reconciliation experience preferred.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to work independently and be self motivated, problem solve, and work with minimal supervision.

Personal Computer Skills

Maintain proficiency in basic personal computer skills operation in a Windows environment, with intermediate to expert level Microsoft Word and Microsoft Excel skills. Advanced UltraData knowledge preferred. Have the ability to operate standard office equipment and tools, such as personal computer, postage machine, fax machine, telephone and photocopier. Be familiar with the differences in products and services offered by other financial institutions to those offered by the credit union.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is usually moderate.

Mental Demands

The mental characteristics necessary to competently perform this job include the need to occasionally be persuasive, frequently be able to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory, and reasoning ability.

How To Apply:

Please apply for this position by sending your resume and cover letter (attached as a Microsoft Word document or PDF) to Neil Conroy at nconroy@sffirecu.org. We also respectfully ask that those interested in this position DO NOT CONTACT US BY PHONE, as the increased call volume has a negative impact on the level of service we are able to provide our members.


Licensed Investment Sales Associate

Summary

Provides support and coordinates client service activities as directed by the Investment Service Department’s Financial Advisor in conjunction with the Investment Program and also performs basic licensed duties in an effort to increase investment program growth.

Essential Duties

  • Calls clients and makes appointments for the Financial Advisor
  • Prospects for clients on a referral basis within clearly defined markets
  • Puts together financial programs to respond to client needs
  • Takes orders from clients and places them with CUSO Financial Services (CFS) for execution
  • Processes incoming client mail, paperwork and other items to support the Financial Advisor
  • Assists Financial Advisor with back to Financial Advisor administrative items
  • Performs administrative duties for Financial Advisor, which may include monitoring assigned Financial Advisors’ emails and voicemails for follow up items and maintaining calendar for Financial Advisor
  • Works with compliance to administer and track any advertising approvals as needed
  • Manages scheduling, planning and tracking of attendees for seminars and workshops
  • May assist with travel arrangements, directions and other travel-related items
  • Develops and maintains long-term relationships with clients
  • Listens empathetically to clients and gathers facts, analyzes total needs and makes responsible recommendations
  • Works closely with other administrative personnel and assistants, if applicable to build program
  • Supports entire program and pitches in when other assistant(s) are out, if applicable
  • Sets and keeps consistent office hours
  • Supports both the Credit Union and CFS Mission and Corporate Values
  • Other projects and duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and or Experience

Associate’s degree (A. A.) or equivalent from two-year College or technical school; or three years related experience and/or training; or equivalent combination of education and experience in sales of investment products (ideally in a bank/credit union environment). And have a willingness to continue with professional growth as required.

Computer Skills

Basic knowledge of Microsoft Office skills are required (i.e. Word, Excel and Outlook).

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Certificates,Licenses and Registrations

The employee is required must become fully licensed in Life and Health; Series 66 and Series 7 Licenses within the first six (6) months of employment or fully transitioned into the position of Licensed Sales Associate. After becoming fully licensed as listed above, the employee will be eligible to receive additional override compensation.

All employees must disclose any criminal history with CUSO Financial Services, LP (“CFS”). All individuals will be fingerprinted, as mandated by the FINRA Books and Records rule. All fingerprint submissions are processed through the Federal Bureau of Investigations and Department of Justice and results are returned to CFS via electronic notification. Any criminal history not previously disclosed to CFS can result in disciplinary action, up to and including immediate termination.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

How To Apply:

Please apply for this position by sending your resume and cover letter (attached as a Microsoft Word document or PDF) to Stephen Seewer at sseewer@sffirecu.org. We also respectfully ask that those interested in this position DO NOT CONTACT US BY PHONE, as the increased call volume has a negative impact on the level of service we are able to provide our members.