Financial Service Representative 1, 2, or 3 (Personal Banker) - Wandermere Branch at Numerica Credit Union – Spokane, Washington

Non-Exempt Range 8: $21.97 - $32.96

Report To: Asst. Branch Manager/Branch Manager

This role is dedicated to enhancing lives, fulfilling dreams, and building communities by providing exceptional service and meaningful financial guidance to members. Working under direct supervision, the Financial Service Representative 1 (Personal Banker) serves as the first point of contact for members seeking assistance with accounts, consumer loans, and everyday transactions.

This position focuses on building trust through service and education, helping members achieve their goals while learning the foundations of sales within the credit union environment. Responsibilities include opening new accounts, supporting member transactions, assisting with HELOC and consumer loan applications, and maintaining basic knowledge of all credit union products and services—including deposit accounts, loans, and basic IRAs. The FSR 1 role is designed as an entry-level pathway into retail banking, offering the opportunity to grow into deeper relationship and sales responsibilities with experience and training.

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.

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.

Sales Focus:

• Build relationships with members through trust-based conversations to understand financial goals and recommend appropriate solutions.
• Offer credit union products and services to meet member needs while delivering a warm, personalized experience.
• Basic product knowledge across checking, savings, consumer loans, credit cards, online banking, and basic IRAs.
• Consistently meet or work toward individual and branch sales and service goals through meaningful member interactions.
• Participate in ongoing sales training and coaching to develop confidence and product expertise.

Transactional:

• Welcome, listen to, and proactively assist members with transactions and account-related questions.
• Open new accounts, verify and maintain existing accounts, and handle account maintenance needs efficiently.
• Provide accurate and timely teller transactions, including deposits, withdrawals, payments, and account transfers.
• Ensure all interactions are compliant with policies, regulations, and service standards.

Member Support:

• Take and process consumer loan and HELOC applications under guidance, ensuring completeness and accuracy.
• Assist members in understanding basic lending principles and requirements.
• Support loan closings and follow-up activities as directed.
• Provide information and education on credit union products to help members make informed financial decisions.
• Refer members to appropriate staff or departments for advanced services or specialized needs.

Relationships/Behavior

• 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.
• 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:

• Developing proficiency in product and service knowledge and the ability to match solutions to member needs.
• Meets or exceeds individual and branch service standards and learning goals.
• Provides accurate, efficient, and compliant member service in all transactions.
• Displays professionalism, reliability, and a strong commitment to teamwork.
• Seeks growth opportunities through training and coaching to expand sales and service capabilities.

EDUCATION and/or EXPERIENCE:

Minimum:

• High school diploma or equivalent (GED).
• Six months to two years of experience in a customer service, retail, or financial environment.
• Strong interest in learning financial products, relationship banking, and consultative sales.
• Ability to use computer systems for data entry, account management, and communication.

Preferred:

• Prior experience in a retail banking or credit union setting.
• Familiarity with account opening procedures and consumer loan applications.
• Ability to meet or exceed performance goals in a service or sales environment.
• Basic understanding of lending principles, deposit products, and IRAs.

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 simple correspondence.
• Effectively present information in one-on-one situations to members, potential members, and other employees of the credit union.
• 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 interpersonal and communication skills with a friendly, professional demeanor.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Proficient with Microsoft Word, Excel, Outlook, and credit union systems such as Symitar.
• Ability to lift up to 25 lbs. and sit or stand for extended periods.

Disclaimer: The job description does 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.

Non-Exempt Range 9: $24.96 - $37.43

Report To: Asst. Branch Manager/Branch Manager

This role is dedicated to enhancing lives, fulfilling dreams, and building communities through advanced financial guidance, relationship development, and sales leadership. 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.

Working with minimal supervision, this position requires broad product and lending knowledge, exceptional member service, and the ability to proactively identify and execute financial solutions. Responsibilities include opening personal and business accounts, analyzing lending opportunities, taking consumer and HELOC applications, and supporting more complex member needs, while mentoring and supporting less experienced team members.

The FSR 2 serves as a key driver of branch and organizational growth—balancing service excellence with business development. This individual demonstrates confidence in their ability to manage relationships, meet goals, and ensure the delivery of a consistent, world-class member experience.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.

Sales Focus:

• Deepen member relationships through advanced needs-based conversations that identify both consumer and business opportunities.
• Establish, manage, and grow a personal book of business, maintaining consistent follow-up and engagement to build long-term relationships.
• Proactively open and manage business accounts, including checking, savings, and lending relationships.
• Analyze member financial situations to recommend personalized solutions that meet both immediate and future goals.
• Consistently meet or exceed individual and branch goals for loans, deposits, and other services.
• Demonstrate the ability to identify cross-sell opportunities across business lines (lending, investments, etc.).

Transactional:

• 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.

Member Support:

• 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.

Relationships/Behavior

• 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.
• Professionalism, confidence, and initiative in every interaction.
• Foster cross-departmental partnerships to improve member experiences and drive results.
• 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:

• Intermediate-level knowledge of consumer and business products, services, and lending.
• Consistently achieves or exceeds personal and branch performance goals.
• Establishes, manages, and grows a sustainable book of business through proactive relationship building.
• Executes all transactions and processes with accuracy, compliance, and efficiency.
• Maintains a consultative sales approach focused on long-term member success.
• Provides mentorship and serves as a role model for service excellence.
• Exhibits initiative, professionalism, and reliability in all aspects of the role.

EDUCATION and/or EXPERIENCE:

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 of the credit union.
• 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.

Disclaimer: The job description does 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.

Non-Exempt Range 10: $28.36 - $42.56

Report To: Asst. Branch Manager/Branch Manager

This role is dedicated to enhancing lives, fulfilling dreams, and building communities through expert-level financial consultation, relationship development, and leadership within the retail branch network. The Financial Service Representative 3 (Personal Banker) serves as an advanced, trusted financial professional with the knowledge and authority to manage complex relationships, mentor peers, and deliver sophisticated financial solutions for both consumer and business members.

This position independently manages a robust book of business, including business relationships, advanced deposit accounts such as Estates, Trusts, and fiduciary accounts, and an active consumer and business lending pipeline. The FSR III provides advanced financial education and tailored recommendations, leveraging a deep understanding of credit union products, policies, and member needs. The FSR III role proactively engages member relationships through meaningful financial conversations, initiating outreach, identifying opportunities, and strengthening long-term relationships through tailored guidance and coordinated solutions.

As a senior member of the branch team, this role provides leadership support in the absence of management, acts as a mentor for FSR 1 and 2, and plays a key role in advancing branch goals, community engagement, and Numerica’s member-first culture.

This position may serve in a designated specialty role, such as Small Business Specialist or Digital Ambassador, to support strategic organizational priorities and evolving member needs. These specialty pathways broaden functional expertise, enhance service capability, and strengthen Numerica’s ability to deliver business and digital solutions. Participation in a specialization track reflects readiness for expanded responsibility, contributes to future talent development, and supports ongoing career mobility within Retail Experience.

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.

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.

Sales and Relationship Development Focus:

• 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.

Operational & Technical Expertise:

• 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.
• 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.

Leadership & Mentorship:

• 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 standards.
• Support onboarding of new staff by modeling effective member interactions, documentation standards, and goal management.
• Contribute to team development by facilitating huddles, sharing success stories, and reinforcing CARES principles.

Member Support & Financial Education:

• Deliver personalized and advanced financial guidance to help members achieve long-term goals such as debt reduction, asset building, and business growth.
• Utilize data and behavioral insights to proactively identify opportunities for financial improvement and outreach.
• Ability to communicate complex financial concepts clearly and confidently to members at all levels of understanding.
• Provide specialized assistance to members requiring estate or fiduciary account services, ensuring compliance and discretion.
• Uphold the highest levels of member confidentiality, empathy, and trust.

Relationships/Behavior:

• Build strong partnerships across all departments to deliver seamless service and maximize member value.
• Represent Numerica in the community through participation in events and business networking activities.
• Maintain a working knowledge of internal policies, regulatory standards, and compliance procedures.
• Professionalism, confidence, and initiative in every interaction.
• Provides leadership and direction to team members by training and coaching to organization service, sales, and operational expectations.
• Supports, adopts, and champions team engagement and utilization of technology and digital delivery channels.
• Internal resource and support for new and current team members to support individual and branch goals, consistent to Numerica Credit Union standards.
• 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

Performs other member service functions or duties as needed when assistance in other branches/departments is required, which include troubleshooting operating systems and other complex member interactions.

PERFORMANCE STANDARDS:

• Expert-level product, lending, and business knowledge.
• Consistently achieves or exceeds performance goals for portfolio growth and member satisfaction.
• Acts as a trusted advisor delivering tailored, high-impact financial solutions.
• Provides mentorship and leadership support to team members, reinforcing a positive and accountable culture.
• Upholds regulatory compliance and procedural accuracy with minimal supervision.
• Represents Numerica’s brand and values through professionalism, integrity, and community engagement.

EDUCATION and/or EXPERIENCE:

Minimum:

• High school diploma or equivalent (GED).
• Five or more years of progressive experience in financial services, retail banking, or credit union operations.
• Success managing a book of business and meeting or exceeding relationship and sales goals.
• Proven experience in consumer, HELOC, and business lending.

Preferred:

• Completion of advanced training in relationship management, business lending, or leadership development.
• Strong familiarity with estate, trust, and fiduciary account structures.
• Experience leading projects, initiatives, or peer mentorship programs.
• Bachelor’s degree in Business, Finance, or related field preferred.

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, correspondence and memos.
• Ability to write correspondence.
• Ability to effectively present information in one-on-one situations to members, potential members and other employees of the credit union.
• 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.
• Advanced interpersonal, communication, and problem-solving skills.
• Ability to interpret complex financial data and provide actionable recommendations.
• Expertise in Microsoft Office Suite and core systems such as Symitar.
• High level of integrity, discretion, and member-focused professionalism.
• Ability to lift up to 25 lbs. and sit or stand for extended periods.

Disclaimer: The job description does 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.

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 calling your recruiter.