Financial Service Representative 2 or 3 (Personal Banker) - U-City Branch

About the role

We are hiring for one position at level 2 or 3 depending on experience. The Financial Service Representative 2 (Personal Banker) 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. The Financial Service Representative 3 (Personal Banker) serves as an advanced, trusted financial professional with the authority to manage complex relationships, mentor peers, and deliver sophisticated financial solutions for both consumer and business members.

Pay

• FSR 2: Grade 9, Non-Exempt: $24.96 – $37.42
• FSR 3: Grade 10, Non-Exempt: $28.36 – $42.56

Responsibilities

FSR 2:

• Manage a growing book of business and build deep, lasting member relationships
• Serve as a trusted advisor across consumer and small business banking
• Open personal and business accounts and analyze lending opportunities
• Take consumer and HELOC applications and support more complex member needs
• Mentor and support less experienced team members
• Drive branch and organizational growth by balancing service excellence with business development
• Provide the highest quality of service, treating each person professionally with warmth, courtesy, and respect
• Cross-sell additional services and make members feel they belong and are important to the credit union
• Deepen member relationships through advanced needs-based conversations that identify consumer and business opportunities
• Establish, manage, and grow a personal book of business with 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 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.)
• 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
• 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
• 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 concepts of CARES Principles in daily behaviors and interactions: Connect, Ask, Resolve, Elevate, Strengthen

FSR 3:

• Serve as a relationship strategist, managing and expanding a portfolio of consumer, business, and high-value member relationships
• Establish, retain, and grow a book of business through proactive outreach, referrals, and relationship management activities
• Cultivate business partnerships and open business accounts, developing opportunities for lending, cash management, and merchant services
• Identify and pursue complex lending opportunities including business loans, HELOCs, and portfolio loans; prepare and process applications from origination through closing
• Provide advanced financial counseling to members regarding credit, investments, debt consolidation, and long-term financial planning
• Consistently exceed individual and branch goals for deposits, lending, and relationship growth
• Support and guide FSR 1 and 2 staff through mentoring, skill development, and coaching on advanced sales techniques
• Independently open and service advanced account types, including Estates, Trusts, organizational, and business accounts
• Analyze complex financial information to ensure accuracy and compliance with credit union and regulatory standards
• Lead the end-to-end lending process for consumer, HELOC, and small-business loans — from interview and financial analysis to funding and follow-up
• Provide strong knowledge of business lending principles and documentation; collaborate with underwriting and commercial teams to facilitate approvals
• Provide operational support and act as a subject matter expert on policies, compliance, and risk controls
• Troubleshoot complex member issues, ensuring timely and effective resolution
• Act as a team lead when management is absent, ensuring smooth branch operations and decision-making
• Provide coaching, training, and mentorship to FSR 1 and 2 staff on sales, service, and operational excellence
• Lead by example through professionalism, accountability, and consistent adherence to Numerica’s member-first culture
• May serve in a designated specialty role, such as Small Business Specialist or Digital Ambassador, to support strategic organizational priorities and evolving member needs

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
• Experience managing a personal client portfolio or book of business
• Completion of sales, leadership, or relationship management training programs
• Exposure to financial planning, credit analysis, or business development strategies

Certificates, Licenses, Registrations

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

Skills and Abilities

• Ability to read and comprehend instructions, short correspondence and memos
• Ability to write correspondence
• Effectively present information in one-on-one situations to members, potential members and other employees
• Courtesy, tact and diplomacy are essential elements of the job
• Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion
• Excellent communication, interpersonal, and relationship management skills
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail
• Proficient in Microsoft Word, Excel, Outlook, and credit union systems such as Symitar
• Self-motivated with demonstrated initiative and accountability
• Ability to lift up to 25 lbs. and sit or stand for extended periods