Personal Financial Representative (Personal Banker)

About Gesa Credit Union

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. It’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community, challenge yourself, grow in your career, and rest assured that your wellbeing and prosperity are our priority.

About the Role

The Personal Financial Services Representative (PFR) is an entry-level position that assists members by establishing new relationships, opening consumer deposit accounts, performing account maintenance, taking credit applications, reviewing credit reports, working through loan documentation, closing loans, and serving as a Notary Public. The PFR fluidly transitions between tasks assisting members and supporting the branch as an MSA and Sr. MSA. The role focuses on deepening member relationships through referrals, follow-ups, and proactive contact via phone calls and other communication methods.

Responsibilities

• Provide exceptional member service to all whom we serve.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate. Escalate complex and sensitive concerns to senior team members and leadership.
• Demonstrate a core understanding of financial literacy, products, and services and converse fluidly with members.
• Maintain up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Offer appropriate products and/or services to deepen member relationships and refer to other team members as needed.
• Make outbound calls to members to establish, grow, and nurture relationships.
• Ensure branch equipment is always working properly and escalate non-repairable issues to leadership.
• Assist non-members with establishing membership.
• Accurately take consumer lending applications, review credit reports for concerns, obtain approvals, and submit loan documentation.
• Close loans and communicate next steps effectively with members.
• Discuss IRAs and HSAs with members and non-members and meet predetermined goals.
• Process international and domestic wire requests.
• Act as a Notary Public and perform notarial services in accordance with state regulations and credit union policies.
• Observe and monitor cash activity to ensure compliance with established cash limits.
• Open consumer deposit accounts and perform consumer account maintenance.
• Place cash and supply orders, balance vault cash, and maintain ATMs.
• Review and process overrides/approvals within authority while minimizing risk.
• Mentor and help train new Member Service Associates (MSAs).
• Assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
• Fluidly transition between tasks as an MSA or Sr. MSA.
• Perform transactions and service requests on member accounts accurately and timely.
• Follow all cash handling procedures and balance your cash drawer at the end of every day.
• Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
• Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
• Assist members with complex and sensitive fraud disputes.

Requirements

• High School Degree (or equivalent) required.
• Sales/relationship building experience required.
• Cash handling experience preferred.
• At least one (1) year of customer service experience preferred.
• Demonstrate and support credit union values and service standards.
• Notary Public certification.
• Attend and engage in community events on behalf of the credit union.
• Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
• Demonstrate a high level of personal integrity and ethics.
• Report for work on time and maintain a schedule of regular attendance.
• Some travel may be required.
• Proficient with varying levels of technology.

Skills

• Professional written and verbal communication.
• Ability to make sound decisions that minimize risk in a timely manner.
• Ability to ask open-ended and clarifying questions to understand member needs and deepen relationships.
• Professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
• Respect and support all areas of diversity in the workplace and our membership.
• Complete assigned training programs in a timely and accurate manner.
• Participate in and support a team environment.
• Perform jobs to a reasonable, acceptable standard, including attentiveness to detail, timeliness, and quality of work.
• Exercise utmost discretion and sensitivity when assisting with member transactions.

Benefits

• Competitive pay.
• Medical, dental, vision, and life insurance.
• 20 days/year accrual of Paid Time Off – plus 10 paid holidays.
• 401(k) match.
• Incentive program.
• Tuition assistance and student loan repayment.
• Commuter benefits.
• Paid time off to volunteer in the community.
• Product discounts.
• Engaging work environment.
• Rewards and recognition programs.

Pay

Full salary range: $20.00–$29.86 per hour. Most new team members typically start between the minimum and midpoint based on experience and qualifications, with room to grow within the role as your career progresses.