Senior Digital Sales and Service Representative

Who Are We?

With an “A” health rating and solid year-over-year growth, San Francisco Federal Credit Union’s (SFFedCU) membership is now over 43,000 with assets surpassing $1.3 billion and branches located in San Francisco and San Mateo County. Continuing along it highly successful growth trajectory, SFFedCU is seeking a Senior Sales and Services Representative for our Golden Gate Branch in San Francisco.

We are seeking a motivated and experienced Senior Digital Sales and Service Leader to help guide our team through an exciting transformation into a Virtual Banking Department. This role plays a key part in enhancing how we connect with members digitally, driving both exceptional service and strong financial outcomes.

As a senior member of the team, you will support and coordinate digital sales and service initiatives for the Credit Union’s financial products, engaging both prospective and existing members. You’ll provide day-to- day leadership, coaching, and operational oversight to ensure the team meets monthly goals for membership growth, loan volume, and product cross-sell—while upholding high standards of service across digital channels.

This is a great opportunity for a forward-thinking professional to contribute to meaningful changes and help shape the future of digital banking within our organization.

Essential Functions and Responsibilities:

·Support the transition to a virtual banking model by coordinating team efforts and contributing to process improvements that enhance digital member experiences.

·Assist in developing and delivering training programs to help team members build skills in digital engagement, virtual communication, and product knowledge.

·Foster a team culture of adaptability and continuous learning by encouraging collaboration, feedback, and professional growth.

·Help drive team performance toward goals in membership growth, loan origination, and product cross-sell through coaching and hands-on support.

·Monitor performance metrics to identify service gaps, streamline workflows, and suggest improvements to enhance member satisfaction.

·Partner with cross-functional teams—including Marketing, Lending, and Member Services—to support campaigns and initiatives that boost member engagement.

·Contribute to initiatives that improve product adoption and strengthen member relationships across digital channels.

·Manage day-to-day operations of digital retail channels, ensuring timely and accurate service delivery and fulfillment.

·Apply standardized sales processes and assist in refining digital content to support team effectiveness and member outreach.

·Support risk management efforts by reinforcing compliance practices and participating in training to reduce operational exposure.

Help maintain consistent member engagement by managing escalations, resolving issues, and ensuring service quality.

·Provide coaching and feedback to team members to improve performance, deepen product fluency, and enhance member interactions.

·Oversee daily workflows, monitor SLAs, and ensure accuracy in loan disbursement and application processing.

·Participate in data analysis and testing to identify trends and contribute to ongoing process improvements.

·Track team-level KPIs and assist in adjusting tactics to improve digital engagement, loan activity, and membership growth.

·Take on additional responsibilities as needed to support departmental goals and organizational initiatives.

Who Are You?

Requirements, Skills, and Abilities

· Associate or bachelor’s degree in business, finance, or related field preferred; equivalent experience accepted

· 4–5 years of experience in digital sales, banking, or customer service within a financial institution

· Prior experience in a team lead or supervisory role with demonstrated ability to support team performance

· Proven success in meeting sales goals, especially in lending and membership growth

· Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and comfortable with digital platforms and CRM tools

· Strong written and verbal communication skills for member interaction and team collaboration

· Solid understanding of digital banking tools, online platforms, and mobile applications

· Strong knowledge of lending products and cross-sell strategies

· Knowledge of compliance and security standards in digital banking; willingness to learn and apply regulations

· Ability to coach and mentor team members to improve performance and service delivery

· Strong interpersonal skills with a professional, member-focused demeanor

· Capable of managing daily workflows, resolving escalations, and maintaining service quality

· Collaborative mindset with ability to work across departments and contribute to shared goals

· Comfortable handling multiple tasks and shifting priorities in a fast-paced environment

· Experience using performance data to identify trends and suggest improvements

· Detail-oriented with a proactive approach to problem-solving and process enhancement

· Passion for digital transformation and member engagement in financial services

· Experience in a credit union or community financial institution is a plus

Why You’ll Love It Here

You’ll work alongside a passionate team in a mission-driven organization, get exposure to executive decision-making, and grow your skills across a broad range of functions. No two days will be the same—and that’s exactly how you like it.

The compensation package includes an excellent benefits program including health insurance plans, generous PTO, 401(k) Plan, profit sharing, competitive base, bi-annual bonuses, as well as tuition reimbursement.

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 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.