Financial Service Representative 1 or 2 (Personal Banker) - Southridge Branch

Numerica Credit Union•Kennewick, WA

1d•Onsite

About The Position

This role is dedicated to enhancing lives, fulfilling dreams, and building communities by providing exceptional service and meaningful financial guidance to members. 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. 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. 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. 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.

Requirements

Minimum: High school diploma or equivalent (GED).
Six months to two years of experience in a customer service, retail, or financial environment (for FSR 1).
Two to four years of experience in retail banking, credit union, or financial services environment (for FSR 2).
Strong interest in learning financial products, relationship banking, and consultative sales (for FSR 1).
Proven success in meeting or exceeding sales goals in a service-based environment (for FSR 2).
Strong understanding of consumer lending, business account relationships, and financial analysis (for FSR 2).
Ability to use computer systems for data entry, account management, and communication.
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.
NMLS certification required (or must obtain within designated timeframe).
Notary Public license required (or must obtain within designated timeframe).
Self-motivated with demonstrated initiative and accountability (for FSR 2).

Nice To Haves

Prior experience in a retail banking or credit union setting (for FSR 1).
Familiarity with account opening procedures and consumer loan applications (for FSR 1).
Ability to meet or exceed performance goals in a service or sales environment (for FSR 1).
Basic understanding of lending principles, deposit products, and IRAs (for FSR 1).
Advanced knowledge of business banking products, deposit structures, and small business lending (for FSR 2).
Experience managing a personal client portfolio or book of business (for FSR 2).
Completion of sales, leadership, or relationship management training programs (for FSR 2).
Exposure to financial planning, credit analysis, or business development strategies (for FSR 2).

Responsibilities

Opening new accounts, verifying and maintaining existing accounts, and handling account maintenance needs efficiently.
Providing accurate and timely teller transactions, including deposits, withdrawals, payments, and account transfers.
Taking and processing consumer loan and HELOC applications under guidance, ensuring completeness and accuracy.
Assisting members in understanding basic lending principles and requirements.
Supporting loan closings and follow-up activities as directed.
Providing information and education on credit union products to help members make informed financial decisions.
Referring members to appropriate staff or departments for advanced services or specialized needs.
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.).
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.
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.
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.
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