Service Representative 1, 2 or 3 (Teller) - Regal Branch

Numerica Credit Union•Spokane, WA

4d•Onsite

About The Position

The Service Representative role, with levels 1, 2, and 3, focuses on enhancing lives, fulfilling dreams, and building communities by providing exceptional member service. These roles involve accurately processing financial transactions, assisting members with their financial needs, and representing Numerica’s brand and values. Service Representatives act as the first point of contact, handle cash and account transactions, troubleshoot issues, and provide referrals to help members achieve their financial goals. The positions build technical and interpersonal skills for advancement within Retail Experience, with increasing levels of responsibility, expertise, and leadership.

Requirements

High school diploma or equivalent (GED).
Six months or more of customer service and cash-handling experience (for SR 1).
Basic understanding of financial transactions and customer engagement (for SR 1).
One or more years of experience in financial services, retail banking, or a related role (for SR 2).
Demonstrated success performing transactions with accuracy, compliance, and attention to detail (for SR 2).
Proven ability to provide member service and financial guidance effectively (for SR 2).
Two or more years of financial services or teller experience (for SR 3).
Success performing advanced transactions and supporting team operations (for SR 3).
Proven ability to handle escalated issues with professionalism and accuracy (for SR 3).
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.

Nice To Haves

Previous experience in a credit union, bank, or retail financial environment (for SR 1).
Bilingual (Spanish preferred in select markets) (for SR 1).
Exposure to digital banking platforms and CRM systems (for SR 1).
Two or more years of teller or financial service experience with advanced operational responsibilities (for SR 2).
Experience in branch operations, balancing, or cash vault management (for SR 2).
Proficiency in digital banking systems, CRM tools, and Microsoft Office Suite (for SR 2).
Three or more years of experience in financial services, including advanced operational responsibilities (for SR 3).
Experience in mentoring or training peers within a financial or customer service environment (for SR 3).
Proficiency in core banking systems, CRM software, and Microsoft Office Suite (for SR 3).

Responsibilities

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.
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.
Adhere to all operational policies, procedures, and regulatory requirements, including BSA and security protocols.
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.
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.
Perform complex financial transactions including official checks, wire transfers, stop payments, account maintenance, and dual control functions.
Balance and verify cash drawer, vault, and branch totals while identifying and resolving discrepancies.
Support branch operations by assisting with end-end-of-day balancing, cash ordering, and system troubleshooting.
Provide support for escalated member issues or complex service situations with professionalism and accuracy.
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.
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.
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.
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.
Advocate for member needs by collaborating with other departments to deliver comprehensive financial support.
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.