Personal Banker (English/Spanish Bilingual)

About the role

As a Personal Banker at UFCU, you serve as a trusted ambassador of the organization’s core values. You deliver exceptional member service by accurately processing transactions, answering questions, and resolving account‑related issues of moderate complexity. Through an interactive, consultative interview process, you proactively identify members’ financial needs, recommend appropriate solutions, and support members in achieving their financial goals. You also contribute to business development by engaging in external events and community activities, and you support branch operations through a variety of established activities and processes.

Responsibilities

• Provide prompt, courteous, and accurate service to members in accordance with UFCU’s values.
• Respond to and resolve member needs and service requests.
• Open consumer deposit accounts and Certificates of Deposit.
• Read and review credit reports with members.
• Process loan applications, financial transactions, and other service requests.
• Assess and anticipate member needs, referring members to appropriate business partners.
• Provide notary and safe‑deposit box services.
• Assist with fraud disputes.
• Complete opening and closing procedures.
• Host tables, participate in events, and attend Select Employer Group (SEG) events.
• Connect members with internal business partners to help problem‑solve.
• Adhere to all company policies, procedures, and business‑ethics codes.
• Provide smooth onboarding experiences and digital‑tool adoption.
• Complete required regulatory training as assigned.
• Maintain strict compliance with all applicable laws, regulations, and internal controls (e.g., Bank Secrecy Act, AML, USA PATRIOT Act, OFAC, Fair Lending).

Requirements

• High School Diploma or GED.
• Minimum 6 months of experience in customer service and working in a team environment.
• Consultative sales experience.

Preferred qualifications

• Bilingual in English and a second language.
• Financial institution experience.
• Lending experience.
• Experience working in a fast‑paced, high‑volume environment.

Knowledge, skills, and abilities

• Desire to gain knowledge in all personal banking areas, including Total Member Experience (TME), the ADAPT model, and UFCU products and services.
• Exceptional member‑service orientation.
• Strong understanding of UFCU’s service philosophy (“the UFCU Way”).
• Ability to understand and adhere to financial‑institution compliance requirements.
• Extensive understanding of credit‑union products and services.
• Proficiency navigating multiple systems efficiently.
• Ability to read, analyze, and explain credit reports.
• Basic knowledge of the mortgage process.
• Capability to manage lobby‑management software.
• Skill in researching and identifying resources that lead to member success stories.

Competencies

• Member Obsession – puts themselves in the member’s shoes, identifies friction points, and makes interactions personalized and easy.
• Performance Excellence – sets high standards, ensures quality, takes responsibility, and drives continuous improvement.
• Innovation – challenges current thinking and approaches change with a positive mindset.

Work environment

The position may involve periodic stressful conditions, direct exposure to possible robbery, and occasional adjusted work schedules, overtime, or evening/weekend hours. It may require moving between branches, frequent public contact, and a professional appearance. Employees spend up to two hours at a workstation with extensive computer use; the noise level is usually moderate.

Physical demands

Frequent sitting; use of hands to finger, handle, or feel; reaching with hands and arms; extensive computer use requiring close, distance, peripheral vision, and focus adjustment. Reasonable accommodations are available for individuals with disabilities.