Personal Banker/Financial Services Representative (Torrance)

General Summary The Financial Service Representative (FSR) is based in a branch. This position works within established guidelines to perform sales and service activities, providing prompt, professional and accurate information to members and potential members in opening new accounts, securing loans, and cross‑selling credit union products and services to meet member needs and increase satisfaction. The FSR maintains quality service standards set by the organization while meeting or exceeding monthly assigned sales goals. Principal Accountabilities (95%) Member Experience Develops member relationships by providing high‑quality sales and service to each member and works with new and existing members to identify their financial needs, assisting them in the selection of appropriate products and services. Provides an exceptional service experience consistent with credit union standards, resolving member complaints quickly and accurately and responding to inquiries on the phone and in person. Ensures timely closing of loans through consistent follow‑up of loan approvals. Directly responds to member inquiries timely and accurately via telephone, mail, email, or an internal referral. Develops, expands, and retains member relationships to increase satisfaction. Adheres to the credit union’s Member Experience Playbook, SLAs, and corporate initiatives. Follows the retail branch’s escalation process. Opens new accounts Explains account types, products, or services to members. Has a thorough understanding of all digital products and assists members in establishing electronic services such as online banking, mobile banking, mobile deposits, direct deposit, and bill pay. Interviews members to determine appropriate products, accounts, or services to establish. Complies with all positive identification regulations for new account holders. Analyzes existing account relationships to identify potential sales opportunities. Generates outbound telemarketing calls, identifies member needs, and promotes appropriate products and services, using sales skills to source new account relationships. Generates and closes identified sales opportunities with new and existing members, including solicitation of loans, new accounts, and other products. Develops and maintains a follow‑up program to expand multiple account relationships. Opens basic business accounts, fiduciary, trust accounts, IRAs, and HSAs, completing all required tasks for establishment and service. Originates and funds consumer loans Recommends appropriate products and services to members. Conducts interviews with members regarding loan requests. Cross‑sells consumer loan protection products and services. Reviews documentation and forwards to Consumer Lending for approval on non‑system‑approved loans. Communicates loan disposition to members (approved, counter‑offer, denied). Creates loan documents and obtains member signatures. Disburses new loans and completes follow‑up tasks. Discusses and refers business loans. Completes tasks and responsibilities to enhance member relationships and increase service. Business Development Develops existing and new member relationships, expanding the client base through business development, onsite events, and community networking. Attends onsite events. Other Accountabilities (5%) Ensures compliance with all applicable laws, regulations, and credit union policies related to assigned products, including Truth in Savings and Fair Credit Lending Practices. Participates in all assigned staff development programs to support continuous improvement in sales, service, quality, and teamwork. Consistently reports to work on time as scheduled. Completes all BAI trainings and classroom courses. Performs other duties as assigned. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Position Requirement and Qualifications Abilities Strong communication skills (written and verbal). Provides excellent member service internally and externally. Proven sales and service results. Strong time management and organizational skills. Knowledge, Education, Certifications and Licenses High school education or equivalent. Knowledgeable in new accounts and lending policies and procedures. Solid knowledge of sales and referral techniques required. Working knowledge of personal computers required. Experience Requires two to three years of financial institution experience in new accounts, sales, and consumer loan origination to gain the necessary knowledge, skills and abilities to handle all aspects of the position or equivalent experience. Working Conditions and Physical Demands Work is performed in a general office environment. The position does not require significant physical effort. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. EOE #J-18808-Ljbffr California Credit Union