Service Representative 1, 2 or 3 (Teller) - Sullivan Branch at Numerica Credit Union – Spokane, Washington

Salary Start: $17.96 - $26.93

Location: Sullivan Branch

Report To: Assistant Branch Manager

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative 1 provides exceptional member service by accurately processing financial transactions and assisting members in meeting their financial needs. This entry-level role focuses on building foundational 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. They act as the first point of contact for members, accurately handle cash and account transactions, troubleshoot issues, and provide referrals that help members achieve their financial goals. This position builds the technical and interpersonal skills needed for future advancement within Retail Experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.
• Foundational 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.

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 account discrepancies or errors efficiently.
• 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 financial advice.
• Deliver a consistent, positive experience across all member interactions.
• 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.
• Exhibit professionalism and reliability in attendance, appearance, and communication.
• Effectively incorporates 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 Service Representative II through performance and knowledge growth.

EDUCATION and/or EXPERIENCE:

Minimum:

• High school diploma or equivalent (GED).
• Six months or more of customer service and cash-handling experience.
• Basic understanding of financial transactions and customer engagement.

Preferred:

• Previous experience in a credit union, bank, or retail financial environment.
• Bilingual (Spanish preferred in select markets).
• Exposure to digital banking platforms and CRM systems.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None Required.

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 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).
• Ability to lift up to 25 lbs. and sit or stand for extended periods.

Salary Start: $19.70 - $29.54

Location: Sullivan Branch

Report To: Assistant Branch Manager

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative II is an experienced teller role responsible for performing advanced transactions, resolving complex member requests, and supporting daily branch operations. This intermediate-level position requires a thorough understanding of Numerica’s products, systems, and operational processes while consistently delivering an exceptional member experience.

The Service Representative II demonstrates operational accuracy, efficiency, and leadership through peer support, and troubleshooting. They play a key role in ensuring branch performance through accuracy, compliance, and service excellence while supporting both front-line and operational needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but not limited to the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sales Focus:

• Engage members in meaningful financial conversations to identify needs and recommend the most appropriate products and services.
• Maintain a deep understanding of Numerica’s product suite to provide accurate, informed guidance to members.
• Actively participate in branch sales and referral campaigns, meeting or exceeding individual and branch goals.
• Develop stronger relationships with members through trust, follow-up, and consistent delivery of solutions that meet financial goals.
• Support cross-departmental collaboration by referring members to Lending, Business, and Investment Services when appropriate.

Transactional

• Perform complex financial transactions including official checks, wire transfers, stop payments, account maintenance, and dual control functions.
• Ensure all transactions meet internal and regulatory requirements with accuracy and efficiency.
• Balance and verify cash drawer, vault, and branch totals while identifying and resolving discrepancies.
• Support branch operations by assisting with end-of-day balancing, cash ordering, and system troubleshooting.
• Operational expertise by maintaining knowledge of policies, procedures, and audit requirements.

Member Support:

• Deliver consistent, high-quality service aligned with Numerica’s CARES Principles and service standards.
• Provide support for escalated member issues or complex service situations with professionalism and accuracy.
• Educate members on digital banking tools, self-service options, and financial wellness resources.
• Problem-solving skills by identifying issues and providing timely, accurate resolutions.
• Ensure all member interactions contribute to an exceptional experience that promotes trust and loyalty.

Relationships/Behavior:

• Serve as a peer leader by providing guidance, mentorship, and training to Service Representative I team members.
• Collaborate with Assistant Branch Manager and Branch Manager to ensure daily operations and service standards are met.
• Professionalism and consistency in communication, teamwork, and accountability.
• Effectively incorporates 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:

• Proficiency in advanced transactions and operational functions.
• Maintains consistent accuracy in cash handling, balancing, and reconciliation.
• Exceeds branch and individual referral and service performance goals.
• Supports team performance through mentorship and operational assistance.
• Consistent readiness for progression to Service Representative III through expanded knowledge and leadership behaviors.

EDUCATION and/or EXPERIENCE:

Minimum:

• High school diploma or equivalent (GED).
• One or more years of experience in financial services, retail banking, or a related role.
• Demonstrated success performing transactions with accuracy, compliance, and attention to detail.
• Proven ability to provide member service and financial guidance effectively.

Preferred:

• Two or more years of teller or financial service experience with advanced operational responsibilities.
• Experience in branch operations, balancing, or cash vault management.
• Proficiency in digital banking systems, CRM tools, and Microsoft Office Suite.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None Required.

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.
• Advanced knowledge of cash handling, balancing, and transaction processing.
• Ability to troubleshoot operational and system issues efficiently.
• Strong interpersonal skills with the ability to lead by example and support peers.
• Ability to adapt to new technologies and evolving processes.
• Strong organizational and time management skills with focus on accuracy and efficiency.
• Ability to lift up to 25 lbs. and sit or stand for extended periods.

Salary Start: $21.97 - $32.96

Location: Sullivan Branch

Report To: Assistant Branch Manager

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative III serves as an expert-level role within the Retail Experience division. This position is responsible for performing complex transactions, providing operational guidance, and mentoring peers while delivering exceptional member experience. The Service Representative III acts as a change agent and solutions-oriented resource, ensuring operational accuracy, efficiency, and compliance.

This role functions as a pseudo-leader on the teller line - supporting workflow, resolving escalated issues, and modeling Numerica’s CARES Principles. The Service Representative III demonstrates advanced product knowledge, exceptional professionalism, and readiness for career mobility within the credit union.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but not limited to the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sales and Relationship Development Focus:

• Engage members in in-depth financial conversations to identify complex needs and recommend the most suitable solutions.
• Advanced understanding of products and services, assisting peers in deepening product and referral knowledge.
• Consistently meet or exceed referral, sales, and service performance goals while ensuring member satisfaction.
• Identify opportunities to strengthen member relationships through outreach, follow-up, and personalized guidance.
• Collaborate with internal business partners such as Lending, Business Services, and Wealth Management to ensure members receive comprehensive solutions.

Operational and Technical Expertise:

• Serve as a sales and operational expert on the teller line, providing support for balancing, transaction discrepancies, and cash management oversight.
• Perform advanced and high-risk transactions such as large cash orders, official checks, wire transfers, account corrections, and system adjustments.
• Ensure adherence to compliance, audit, and risk management standards through consistent process application and review.
• Provide technical support to team members regarding systems, procedures, and troubleshooting issues.
• Participate in process improvement efforts by identifying inefficiencies and suggesting solutions to enhance operations and member experience.

Leadership and Mentoring:

• Act as a peer leader by modeling Numerica’s service and operational standards on the teller line.
• Mentor Service Representative I and II team members by providing guidance, training, and feedback.
• Assist management with onboarding, training, and quality assurance activities to ensure staff proficiency and consistency.
• Act as a point of escalation for operational and member issues, resolving concerns with tact and professionalism.
• Change leadership by promoting new processes, technology adoption, and a culture of continuous improvement.

Member Support and Financial Education:

• Provide solutions for escalated or complex member needs while maintaining composure and professionalism.
• Deliver financial education to members on digital tools, self-service options, and product benefits to strengthen engagement.
• Support members with problem resolution involving account discrepancies, fraud prevention, and transaction corrections.
• Ensure all member interactions reflect accuracy, empathy, and a strong understanding of financial wellbeing.
• Advocate for member needs by collaborating with other departments to deliver comprehensive financial support.

Relationships/Behavior:

• Promote collaboration, accountability, and teamwork across the branch and Retail Experience division.
• Serve as a liaison between frontline staff and management to ensure operational consistency and open communication.
• Exemplify Numerica’s CARES Principles through reliability, empathy, and strong interpersonal engagement.
• Model adaptability and initiative by taking ownership of branch responsibilities in the absence of leadership.
• Foster a positive and solution-oriented work environment that supports team development and service excellence.
• Effectively incorporates 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:

• Expert proficiency in complex transactions and operational procedures.
• Serves as an operational and peer mentor, providing training and guidance to others on the teller line.
• Maintains accuracy, efficiency, and compliance standards in all member interactions and transactions.
• Resolves escalated issues and provides advanced problem-solving to ensure positive member outcomes.
• Acts as a role model for leadership readiness and career progression within the Retail Experience division.

EDUCATION and/or EXPERIENCE:

Minimum:

• High school diploma or equivalent (GED).
• Two or more years of financial services or teller experience.
• Success performing advanced transactions and supporting team operations.
• Proven ability to handle escalated issues with professionalism and accuracy.

Preferred:

• Three or more years of experience in financial services, including advanced operational responsibilities.
• Experience in mentoring or training peers within a financial or customer service environment.
• Proficiency in core banking systems, CRM software, and Microsoft Office Suite.

CERTIFICATES, LICENSES, REGISTRATIONS:

• No requirement.

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.
• Expert knowledge of cash handling, reconciliation, and audit standards.
• Strong leadership presence with the ability to coach, mentor, and influence peers.
• Ability to de-escalate challenging member interactions with professionalism and tact.
• Excellent problem-solving and analytical skills with attention to operational detail.
• Initiative and readiness for leadership or career advancement opportunities.

Disclaimer: These job descriptions do not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Numerica Credit Union Benefits and Perks -

Learn more about our Benefits and Perks here- https://www.numericacu.com/globalassets/images/pdfs/employee-benefits-summary-numerica.pdf

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by reaching out to your recruiter.