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Personal Financial Representative

2 months ago

Kennewick, Washington, United States Gesa Credit Union Full time
About the Role

The Personal Financial Representative is an entry-level position at Gesa Credit Union, responsible for assisting members with various financial services. This role involves establishing new member relationships, opening deposit accounts, and providing exceptional customer service.

Key Responsibilities
  • Provide exceptional member service to all whom we serve.
  • Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
  • Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
  • Offer appropriate products and/or services to deepen member relationships and refer to other team members as appropriate.
  • Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
  • Ensure branch equipment is always working properly and escalate non-repairable issues to leadership.
  • Assist non-members with establishing membership.
  • Accurately take consumer lending applications.
  • Review credit reports for concerns and obtain approvals and submit loan documentation.
  • Close loans and effectively communicate with members regarding the next steps, if any.
  • Discuss IRAs and HSAs with members and non-members and meet predetermined goals.
  • Process international and domestic wire requests.
  • Act as a Notary Public and perform notarial services in accordance with state regulations and credit union policies.
  • Observe and monitor cash activity to ensure the branch and team members are following established cash limits.
  • Open consumer deposit accounts and perform consumer account maintenance.
  • Place cash and supply orders, balance vault cash, and maintain ATMs.
  • Review and process overrides/approvals within authority while minimizing risk.
  • Mentor and help train new Member Service Associates (MSAs).
  • Assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
  • Fluidly transition between tasks as an MSA or Sr. MSA.
  • Perform transactions and service requests on member accounts in an accurate and timely manner.
  • Accurately follow all cash handling procedures and balance your cash drawer at the end of every day.
  • Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
  • Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
  • Assist members with complex and sensitive fraud disputes.
About You
  • Professional written and verbal communication.
  • Make sound decisions that minimize risk in a timely manner.
  • Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
  • Display professional social skills to relate effectively to members, the public, colleagues, and all levels of leadership.
  • Respect and support all areas of diversity in the workplace and our membership.
  • Complete assigned training programs in a timely and accurate manner.
  • Participate in and support a team environment.
  • Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work.
  • Exercise the utmost discretion and sensitivity when assisting with member transactions.
Qualifications
  • High School Degree (or equivalent) required.
  • Sales/relationship building experience required.
  • Cash handling experience preferred.
  • Notary Public.
  • At least one year of customer service experience preferred.
  • Demonstrate and support credit union values and service standards.
  • Attend and engage in community events on behalf of the credit union.
  • Maintain confidentiality, control risk, and lead operations in accordance with company policies, procedures, and regulatory requirements.
  • Demonstrate a high level of personal integrity and ethics.
  • Report for work on time and maintain a schedule of regular attendance.
  • Some travel may be required.
  • Proficient with varying levels of technology.