Personal Financial Representative (Personal Banker)

Gesa Credit Union•Walla Walla, WA

About The Position

The Personal Financial Representative (PFR) is an entry-level role that helps members establish relationships with the credit union and meet their financial needs. The position opens and maintains consumer deposit accounts, takes and processes consumer loan applications, reviews credit reports, handles loan documentation and closings, discusses IRAs and HSAs, and provides notarial services. The PFR also supports branch operations and can transition between PFR duties and Member Service Associate (MSA) or Senior MSA tasks. The role focuses on building and deepening member relationships through service, referrals, follow-up, and outbound communication. It also includes cash and supply management, account transactions, monetary instrument reporting, digital banking assistance, fraud dispute support, mentoring and training, and assistance with branch audits and compliance activities. The representative is expected to protect member confidentiality, manage operational risk, follow credit union policies and regulatory requirements, and participate in community events. Some travel may be required.

Requirements

High school degree or equivalent required.
Sales or relationship-building experience required.
Professional written and verbal communication skills.
Ability to make timely, sound decisions that minimize risk.
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 for and support of diversity in the workplace and among members.
Ability to complete assigned training in a timely and accurate manner and contribute to a team environment.
Ability to perform work to an acceptable standard, with attention to detail, timeliness, and quality.
Discretion and sensitivity when assisting with member transactions.
Ability to demonstrate and support credit union values and service standards.
Ability to maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
High personal integrity and ethics.
Regular, punctual attendance.
Proficiency with varying levels of technology.
Ability to pass a pre-employment credit and background check.

Nice To Haves

Cash-handling experience preferred.
At least one year of customer service experience preferred.
Notary Public.

Responsibilities

Provide exceptional service, resolve member concerns promptly, take ownership of issues, follow up, and escalate complex or sensitive concerns when appropriate.
Explain credit union products, services, policies, and procedures, and offer suitable products or referrals to deepen member relationships.
Make outbound calls and use other communications to establish, grow, and nurture member relationships.
Assist non-members with establishing membership; open consumer deposit accounts and perform consumer account maintenance.
Take consumer lending applications, review credit reports, obtain approvals, submit loan documentation, close loans, and explain next steps to members.
Discuss IRAs and HSAs with members and non-members and meet predetermined goals.
Process international and domestic requests and provide notarial services in accordance with state regulations and credit union policies.
Monitor cash activity and compliance with cash limits; place cash and supply orders, balance vault cash, and maintain ATMs.
Review and process overrides and approvals within delegated authority while minimizing risk.
Mentor and help train new Member Service Associates.
Assist leadership with branch certifications, cash drawer audits and overages, and OFAC reports.
Transition between PFR, MSA, and Senior MSA duties as needed; perform member account transactions and service requests accurately and promptly.
Follow cash-handling procedures and balance the cash drawer at the end of each day.
Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
Help members enroll in, navigate, reset, and maintain Digital Banking.
Assist members with complex and sensitive fraud disputes.
Ensure branch equipment is functioning and escalate non-repairable issues to leadership.
Attend and engage in community events on behalf of the credit union.
Complete assigned training, maintain confidentiality, control risk, and comply with company policies, procedures, and regulatory requirements.
Report to work on time and maintain regular attendance; travel as required.