Member Care Team Sr Specialist Virtual Branch

Virtual Branch Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4 billion company with a global reach of over 88,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

Senior Member Care Team Specialist-Virtual Branch are responsible for providing uncompromising service by building enduring relationships, communicating, referring and selling products to meet members' needs. Will participate in acquisition, retention and expansion of members and prospective members through a variety of sales and service activities through our electronic delivery channels. Will cross-sell traditional and non-traditional products and services while maintaining existing member relationships and developing new member relationships. Will accurately process various types of transactions for members and departments while meeting the Service Level Agreements.

Who YOU are:

• Three to five years' experience in customer service and sales related field.
• A high school degree or equivalent.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Ability to be accurate, organized, alert and articulate while working in a position with little or no supervision.
• Ability to manage multiple tasks in a constantly moving environment.
• Has qualities such as leadership, strong communication, and patience.
• Always demonstrates professional behavior.
• Ability to add, subtract, multiple, and divide in all units or measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving concrete variables in standardized situations.
• Has a strong comprehension of various forms of online communication, including phones, Chats services, Video calls/Zoom
• Interpersonal skills to connect with members through video camera providing seamless and exceptional service

What YOU’LL do:

• Proactively learns about current or potential goals of members and offers appropriate financial solutions. Proactively follows-up with new and existing members by phone and email to ensure a positive experience.
• Onboards new Members in addition to researching and proactively contacting existing members to retain and expand relationships with appropriate financial solutions.
• Guiding Members and staff through Digital Banking tools virtually
• Strong knowledge with complex transaction including but not limited to (Trusts, Estates, and Business Accounts
• Works with real estate lending team and the wealth management team to make referrals that meet member needs.
• Resolve issues that may arise and anticipate the member's needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
• Provide support and assist other departments as needed.
• Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
• Recommends and processes applications for all consumer loan types.
• Ensure high levels of member satisfaction through excellent service.
• Follow and achieve personal and department's goals on a monthly, quarterly and yearly basis.
• Assist members with deposit accounts, retirement accounts, consumer loans and credit cards. Process necessary information and educate the members as to products and services available to them.
• Perform a wide variety of member transactions and requests to include account maintenance, research, assist members in understanding how to use ATM's, Online/Mobile Banking, Credit and Debit Cards, and verify members for online outgoing wires, solve fraud issues, and closing accounts.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives
• Commute benefits up to $900 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 10 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is committed to equal employment opportunities, and a workplace that embraces diversity and inclusion for qualified individuals of all backgrounds.