Sr. Digital Sales And Service Relationship Specialist

Sr. Digital Sales and Service Relationship Specialist

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 its highly successful growth trajectory, SFFedCU is seeking a Sr. Digital Sales and Service Relationship Specialist for our Golden Gate Branch in San Francisco.

The Senior Digital Sales and Service Relationship Specialist serves as a strategic leader and expert virtual banker, driving member engagement and financial wellness through advanced digital channels. This elevated role combines deep relationship management expertise with a proactive, consultative approach to sales and service, positioning the Senior DSSRS as a key contributor to the Credit Union's Virtual Banking transformation. As a senior-level professional, the Senior DSSRS mentors junior team members, leads complex member interactions, and collaborates cross-functionally with Business Development, Marketing, and Product teams to optimize lead conversion, deepen member relationships, and enhance digital service delivery. This role is ideal for a results-driven, digitally fluent relationship strategist who thrives in a fast-paced, innovative-focused environment.

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?:

* 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.

* Passion for digital transformation and member engagement in financial services.

* Experience in a credit union or community financial institution is a plus.

Competency:

* Sales-Minded: Confident in outreach, persistent in lead follow-up, and comfortable with performance metrics.

* Member-Centric: Builds trust through empathy, transparency, and follow-through.

* Digitally Fluent: Uses technology to deliver seamless, personalized experiences.

* Collaborative: Works closely with internal partners to achieve team goals.

* Analytical: Uses data and trends to refine approach and maximize performance.

* Agile: Adapts quickly to new tools, processes, and member needs.

* Detail-oriented: With a proactive approach to problem-solving and process enhancement.

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, and 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.