Financial Service Representative 1 or 2 (Personal Banker) - UCity Branch

We are hiring one position at a level 1 or 2 depending on experience. The U-City Branch is located within the Rosauers grocery store.

Schedule

• Monday, Tuesday, Thursday, Friday: 8:15 am – 5:30 pm
• Wednesday: 8:00 am – 5:30 pm
• Saturday: 8:30 am – 1:30 pm

About the Role

This role is dedicated to enhancing lives, fulfilling dreams, and building communities by providing exceptional service and meaningful financial guidance to members.

Financial Service Representative 1

Reporting to the Branch Manager, this non-exempt position (Range 8: $21.97 - $32.96) serves as the first point of contact for members seeking assistance with accounts, consumer loans, and everyday transactions. The FSR 1 focuses on building trust through service and education, helping members achieve their goals while learning the foundations of sales within the credit union environment.

Responsibilities

• Contribute to the organization’s mission by providing high-quality service, treating each person professionally, cross-selling additional services, and making members feel valued.
• Sales Focus:
  • Build relationships with members through trust-based conversations to understand financial goals and recommend appropriate solutions.
  • Offer credit union products and services (checking, savings, consumer loans, credit cards, online banking, basic IRAs) to meet member needs.
  • Consistently meet or work toward individual and branch sales and service goals.
  • Participate in ongoing sales training and coaching to develop confidence and product expertise.
• Transactional:
  • Welcome, listen to, and proactively assist members with transactions and account-related questions.
  • Open new accounts, verify and maintain existing accounts, and handle account maintenance efficiently.
  • Provide accurate and timely teller transactions, including deposits, withdrawals, payments, and account transfers.
  • Ensure compliance with policies, regulations, and service standards in all interactions.
• Member Support:
  • Take and process consumer loan and HELOC applications under guidance, ensuring completeness and accuracy.
  • Assist members in understanding basic lending principles and requirements.
  • Support loan closings and follow-up activities as directed.
  • Provide information and education on credit union products to help members make informed financial decisions.
  • Refer members to appropriate staff or departments for advanced services or specialized needs.
• Relationships/Behavior:
  • Foster partnerships across all Numerica business lines to deliver a consistent and exceptional member experience.
  • Maintain a working knowledge of internal policies, regulatory standards, and compliance procedures.
  • Incorporate CARES Principles in daily behaviors and interactions:
    • Connect: Create meaningful relationships
    • Ask: Be intentionally curious
    • Resolve: Actively seek solutions
    • Elevate: Never stop improving
    • Strengthen: Be the difference

Performance Standards

• Develop proficiency in product and service knowledge and the ability to match solutions to member needs.
• Meet or exceed individual and branch service standards and learning goals.
• Provide accurate, efficient, and compliant member service in all transactions.
• Display professionalism, reliability, and a strong commitment to teamwork.
• Seek growth opportunities through training and coaching to expand sales and service capabilities.

Requirements

• Minimum:
  • High school diploma or equivalent (GED).
  • Six months to two years of experience in customer service, retail, or financial environment.
  • Strong interest in learning financial products, relationship banking, and consultative sales.
  • Ability to use computer systems for data entry, account management, and communication.
• Preferred:
  • Prior experience in a retail banking or credit union setting.
  • Familiarity with account opening procedures and consumer loan applications.
  • Ability to meet or exceed performance goals in a service or sales environment.
  • Basic understanding of lending principles, deposit products, and IRAs.

Certifications

• NMLS certification required (or must obtain within designated timeframe).
• Notary Public license required (or must obtain within designated timeframe).

Skills

• Ability to read and comprehend instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Effectively present information in one-on-one situations to members and employees.
• Excellent interpersonal and communication skills with a friendly, professional demeanor.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Proficient with Microsoft Word, Excel, Outlook, and credit union systems such as Symitar.
• Ability to lift up to 25 lbs. and sit or stand for extended periods.

Financial Service Representative 2

Reporting to the Branch Manager, this non-exempt position (Range 9: $24.96 - $37.43) is an experienced professional responsible for managing a growing book of business, building deep and lasting member relationships, and serving as a trusted advisor across all areas of consumer and small business banking.

Responsibilities

• Contribute to the organization’s mission by providing high-quality service, treating each person professionally, cross-selling additional services, and making members feel valued.
• Sales Focus:
  • Deepen member relationships through advanced needs-based conversations that identify both consumer and business opportunities.
  • Establish, manage, and grow a personal book of business, maintaining consistent follow-up and engagement.
  • Proactively open and manage business accounts, including checking, savings, and lending relationships.
  • Analyze member financial situations to recommend personalized solutions that meet both immediate and future goals.
  • Consistently meet or exceed individual and branch goals for loans, deposits, and other services.
  • Identify cross-sell opportunities across business lines (lending, investments, etc.).
• Transactional:
  • Handle advanced account functions, including account maintenance, product conversions, and account ownership changes.
  • Support members with personal and business account opening, including verification, compliance, and documentation.
  • Manage the full loan process—from taking and analyzing applications for consumer and HELOC loans to closing and follow-up.
  • Utilize sound judgment and adherence to policy while providing guidance to members on loan qualifications.
  • Serve as a resource for resolving escalated or complex member situations.
  • Execute transactions efficiently and accurately while ensuring adherence to all compliance and risk management policies.
• Member Support:
  • Provide professional financial consultations designed to help members reach their goals through credit union products and services.
  • Proactively contact members for relationship follow-up, cross-sell opportunities, and portfolio management.
  • Assist business members in navigating their financial needs including merchant services, business lending, and digital tools.
  • Act as a trusted advisor to members, identifying opportunities for holistic financial improvement.
  • Ensure all communication reflects Numerica’s brand of warmth, care, and community commitment.
• Relationships/Behavior:
  • Foster partnerships across all Numerica business lines to deliver a consistent and exceptional member experience.
  • Maintain a working knowledge of internal policies, regulatory standards, and compliance procedures.
  • Demonstrate professionalism, confidence, and initiative in every interaction.
  • Foster cross-departmental partnerships to improve member experiences and drive results.
  • Incorporate CARES Principles in daily behaviors and interactions:
    • Connect: Create meaningful relationships
    • Ask: Be intentionally curious
    • Resolve: Actively seek solutions
    • Elevate: Never stop improving
    • Strengthen: Be the difference

Performance Standards

• Intermediate-level knowledge of consumer and business products, services, and lending.
• Consistently achieve or exceed personal and branch performance goals.
• Establish, manage, and grow a sustainable book of business through proactive relationship building.
• Execute all transactions and processes with accuracy, compliance, and efficiency.
• Maintain a consultative sales approach focused on long-term member success.
• Provide mentorship and serve as a role model for service excellence.
• Exhibit initiative, professionalism, and reliability in all aspects of the role.

Requirements

• Minimum:
  • High school diploma or equivalent (GED).
  • Two to four years of experience in retail banking, credit union, or financial services environment.
  • Proven success in meeting or exceeding sales goals in a service-based environment.
  • Strong understanding of consumer lending, business account relationships, and financial analysis.
• Preferred:
  • Advanced knowledge of business banking products, deposit structures, and small business lending.