Personal Financial Representative (Personal Banker)

Gesa Credit Union•Vancouver, WA

About The Position

The Personal Financial Representative (PFR) is an entry-level role that assists members with establishing relationships, opening and maintaining consumer deposit accounts, applying for credit, reviewing credit reports, preparing loan documentation, closing loans, and notarial services. The representative may also transition between PFR duties and Member Service Associate (MSA) or Senior MSA tasks to support the branch. The role focuses on delivering excellent member service, solving concerns, understanding and explaining credit union products and services, and strengthening member relationships through referrals and follow-up. Responsibilities also include consumer lending and account services, cash and branch operations, digital banking assistance, and support for fraud disputes and regulatory processes.

Requirements

High school degree or equivalent.
Sales or relationship-building experience.
Professional written and verbal communication skills.
Ability to make sound decisions in a timely manner while minimizing risk.
Ability to ask open-ended and clarifying questions to understand member needs and deepen relationships.
Professional interpersonal skills for relating effectively to members, the public, colleagues, and leadership.
Respect for and support of diversity in the workplace and membership.
Complete assigned training programs accurately and on time.
Support a team environment and perform work to an acceptable standard, with attention to detail, timeliness, and quality.
Exercise discretion and sensitivity when assisting with member transactions.
Demonstrate and support credit union values and service standards.
Be a Notary Public.
Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
Demonstrate personal integrity and ethics.
Report to work on time and maintain regular attendance.
Proficiency with varying levels of technology.
Pass a pre-employment credit and background check.

Nice To Haves

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

Responsibilities

Provide exceptional member service, resolve concerns promptly, take ownership of issues, follow up as appropriate, and escalate complex or sensitive concerns.
Maintain current knowledge of credit union products, services, policies, and procedures, and explain products and services to members.
Recommend appropriate products and services, make referrals, and contact members to establish, grow, and nurture 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.
Perform notarial services in accordance with state regulations and credit union policies.
Monitor cash activity and ensure compliance with established cash limits and cash-handling procedures.
Place cash and supply orders, balance vault cash, and maintain ATMs.
Review and process overrides and approvals within 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 tasks as needed, including accurate and timely account transactions and service requests.
Balance the cash drawer at the end of each day and 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 working properly and escalate issues that cannot be repaired.
Attend and engage in community events on behalf of the credit union.