Service Representative 1 or 2 (Teller) - Wandermere Branch

We are hiring one position at a level 1, 2, or 3 depending on experience.

About the role

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative provides exceptional member service by accurately processing financial transactions and assisting members in meeting their financial needs. This role focuses on building foundational to advanced knowledge of credit union products, services, and operations while consistently delivering a great member experience. Service Representatives play an essential role in representing Numerica’s brand and values, acting as the first point of contact for members, accurately handling cash and account transactions, troubleshooting issues, and providing referrals that help members achieve their financial goals.

Responsibilities

• Sales Focus:
  • Engage members in meaningful conversations to uncover financial needs and recommend suitable products and services.
  • Identify opportunities to refer members to specialists (e.g., lending, business, wealth) when appropriate.
  • Consistently meet or exceed referral and sales performance goals aligned with branch objectives.
  • Develop and maintain a foundational to deep understanding of Numerica’s products and services to confidently guide member decisions.
  • Contribute to branch growth by proactively deepening relationships with existing and new members.
  • Support cross-departmental collaboration by referring members to Lending, Business, and Investment Services when appropriate (Level 2).
• Transactional:
  • Accurately process financial transactions, including deposits, withdrawals, payments, transfers, and check cashing.
  • Maintain and balance a cash drawer daily, ensuring all transactions meet internal audit and compliance standards.
  • Troubleshoot and resolve routine to complex account discrepancies or errors efficiently.
  • Perform advanced transactions including official checks, wire transfers, stop payments, account maintenance, and dual control functions (Level 2).
  • Balance and verify cash drawer, vault, and branch totals while identifying and resolving discrepancies (Level 2).
  • Support branch operations by assisting with end-of-day balancing, cash ordering, and system troubleshooting (Level 2).
  • Proficiency in Numerica’s operating systems, cash handling, and digital delivery tools.
  • Adhere to all operational policies, procedures, and regulatory requirements, including BSA and security protocols.
• Member Support:
  • Welcome members warmly and create an environment that reflects Numerica’s CARES Principles.
  • Provide education and guidance to members regarding credit union products, online banking, and digital solutions.
  • Assist members with account inquiries, problem resolution, and basic to advanced financial advice.
  • Deliver a consistent, positive experience across all member interactions.
  • Support escalated member issues or complex service situations with professionalism and accuracy (Level 2).
  • Educate members on digital banking tools, self-service options, and financial wellness resources (Level 2).
  • Seek opportunities to improve service quality by listening to member feedback and responding with appropriate solutions.
• Relationships/Behavior:
  • Build and maintain positive working relationships with peers, leadership, and other departments.
  • Collaborative teamwork by supporting colleagues and contributing to a collaborative branch culture.
  • Serve as a peer leader by providing guidance, mentorship, and training to Service Representative I team members (Level 2).
  • Collaborate with Assistant Branch Manager and Branch Manager to ensure daily operations and service standards are met (Level 2).
  • Exhibit professionalism and reliability in attendance, appearance, and communication.
  • Effectively incorporate concepts of 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:
  • Consistent accuracy in cash handling and transaction processing.
  • Maintains compliance with credit union policies and regulatory requirements.
  • Achieves individual and branch referral goals.
  • Provides high-quality member service with measurable satisfaction ratings.
  • Readiness for progression to the next level through performance and knowledge growth.
  • Proficiency in advanced transactions and operational functions (Level 2).
  • Supports team performance through mentorship and operational assistance (Level 2).

Requirements

• Education and/or Experience:
  • High school diploma or equivalent (GED).
  • Six months or more of customer service and cash-handling experience (Level 1).
  • One or more years of experience in financial services, retail banking, or a related role (Level 2).
  • Basic to advanced understanding of financial transactions and customer engagement.
  • Previous experience in a credit union, bank, or retail financial environment (Preferred).
  • Two or more years of teller or financial service experience with advanced operational responsibilities (Preferred for Level 2).
  • Experience in branch operations, balancing, or cash vault management (Preferred for Level 2).
• Skills and Abilities:
  • Ability to read and comprehend instructions, short correspondence, and memos.
  • Ability to write correspondence.
  • Courtesy, tact, and diplomacy are essential elements of the job.
  • Strong to advanced interpersonal and communication skills.
  • Ability to learn and apply product knowledge to assist members.
  • Attention to detail with the ability to balance and reconcile transactions accurately.
  • Ability to multi-task and maintain professionalism in a fast-paced environment.
  • Proficiency with computers and office equipment (e.g., currency counters, copier, teller systems).
  • Advanced knowledge of cash handling, balancing, and transaction processing (Level 2).
  • Ability to troubleshoot operational and system issues efficiently (Level 2).
  • Strong organizational and time management skills with focus on accuracy and efficiency (Level 2).
  • Ability to lift up to 25 lbs. and sit or stand for extended periods.
• Preferred:
  • Bilingual (Spanish preferred in select markets).
  • Exposure to digital banking platforms and CRM systems.
  • Proficiency in digital banking systems, CRM tools, and Microsoft Office Suite (Level 2).

Pay

• Service Representative I: $17.96 - $26.93 per hour
• Service Representative II: $19.70 - $29.54 per hour

Benefits

Learn more about our Benefits and Perks here.