Digital Experience Ambassador

Job Description

Job Description

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 Digital Experience Ambassador for our Golden Gate Branch in San Francisco.The Digital Experience Ambassador (DEA) serve as a trusted virtual banker and relationship advisor, engaging members through digital and remote channels to help them achieve their overall financial goals. This role is designed for a hunter-minded, digitally savvy, and relationship-driven professional who proactively generates leads, deepens relationships, and delivers exceptional member experiences through technology-enabled service.The DEA acts as a bridge between sales and service, partnering closely with the Business Development and Marketing teams to convert leads, cross-sell financial products, and strengthen long-term member engagement. This position is critical to the Credit Union’s transformation into a Virtual Banking model. Essential Functions and Responsibilities

• Proactively engage new and existing members through outbound lead list calling, email, and virtual consultations.
• Partner with the Business Development Group to follow up on campaign leads, event contacts, and referrals.
• Build strong digital relationships with prospects and members to identify unmet financial needs and present tailored product solutions.
• Consistently meet or exceed sales goals in lending, deposits, and product cross-sell.
• Manage an active pipeline of leads and opportunities in CRM; track conversion rates and take ownership of personal sales metrics.
• Conduct outreach to re-engage dormant relationships, e.g., members with inactive credit cards or maturing loans.
• Champion San Francisco Federal Credit Union’s (SFFedCU) financial products and digital banking services as tools to help members reach life goals.
• Act as a trusted advisor by conducting holistic financial consultations with members.
• Deliver a high-touch, consultative experience across phone, video, chat, and email channels.
• Provide creative financial solutions that strengthen member loyalty and retention.
• Ensure all service interactions uphold SFFedCU’s values of empathy, accuracy, and professionalism.
• Assist with account openings, loan applications, and digital onboarding.
• Support member inquiries, complaints, and issue resolution with urgency and ownership.
• Contribute to the ongoing transition toward a Virtual Banking environment, enhancing digital engagement and optimizing member experiences.
• Serve as a digital ambassador by helping members adopt and utilize online and mobile banking tools.
• Leverage data insights and performance reports to identify opportunities for improved engagement and sales conversion.
• Collaborate with the Marketing and Lending teams to refine digital campaigns and cross-selling programs.
• Performs other duties as assigned. Who Are You?
• Associate or Bachelor’s degree in business, Finance, or related field preferred (or equivalent experience).
• 3–5 years of experience in banking, sales, or financial services (digital or branch).
• Demonstrated success in outbound sales, lead conversion, and cross-selling.
• Proven experience as a personal banker, virtual banker, or relationship manager.
• Deep understanding of consumer lending, deposit products, and digital banking technology.
• Excellent communication, presentation, and consultative sales skills.
• Proficiency in Microsoft Office Suite and CRM systems; ability to learn new digital tools quickly.
• Strong problem-solving, negotiation, and follow-up skills.
• Self-motivated and goal-driven with a passion for helping members achieve financial success. 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.

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.