Service Representative 1 or 2

Description

This posting will close Wednesday, August 5th at 5:30pm.

Department:
Retail Experience Non-Exempt;
Range $17.96-$26.93

Report To:
Assistant Branch Manager Date Revised: 11/1/2025

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative I provides exceptional member service by accurately processing financial transactions and assisting members in meeting their financial needs. This entry-level role focuses on building foundational knowledge of credit union products, services, and operations while consistently delivering a great member experience.

Service Representatives play an essential role in representing Numerica’s brand and values. They act as the first point of contact for members, accurately handle cash and account transactions, troubleshoot issues, and provide referrals that help members achieve their financial goals. This position builds the technical and interpersonal skills needed for future advancement within Retail Experience.

include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Foundational understanding of Numerica’s products and services to confidently guide member decisions.

Contribute to branch growth by proactively deepening relationships with existing and new members.

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.

Proficiency in Numerica’s operating systems, cash handling, and digital delivery tools.

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.

Seek opportunities to improve service quality by listening to member feedback and responding with appropriate solutions.

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.

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

Consistent accuracy in cash handling and transaction processing.

Maintains compliance with credit union policies and regulatory requirements.

Achieves individual and branch referral goals.

Provides high-quality member service with measurable satisfaction ratings.

Readiness for progression to Service Representative II through performance and knowledge growth.

Minimum:

High school diploma or equivalent (GED).

Six months or more of customer service and cash-handling experience.

Basic understanding of financial transactions and customer engagement.

Preferred:

Previous experience in a credit union, bank, or retail financial environment.

Bilingual (Spanish preferred in select markets).

Exposure…