Service Representative 1 or 2 (Teller) - Lyons Branch

Service Representative Positions

We are hiring one position at a level 1 or 2 depending on their experience. Job descriptions for each are below.

Service Representative 1 Salary: $17.96 - $26.93

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative 1 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.

Essential Duties and Responsibilities 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.

Sales Focus:

• 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.

Transactional:

• 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.

Member Support:

• 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.

Relationships/Behavior:

• 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

Performance Standards:

• 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.

Education and/or Experience:

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 to digital banking platforms and CRM systems.

Skills and Abilities:

• 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.

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management's request.

Service Representative 2 Salary: $19.70 - $29.54

With the goal of enhancing lives, fulfilling dreams, and building communities, the Service Representative 2 is an experienced teller role responsible for performing advanced transactions, resolving complex member requests, and supporting daily branch operations. This intermediate-level position requires a thorough understanding of Numerica's products, systems, and operational processes while consistently delivering an exceptional member experience. The Service Representative 2 demonstrates operational accuracy, efficiency, and leadership through peer support, and troubleshooting. They play a key role in ensuring branch performance through accuracy, compliance, and service excellence while supporting both front-line and operational needs.

Essential Duties and Responsibilities include but not limited to 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.

Sales Focus:

• Engage members in meaningful financial conversations to identify needs and recommend the most appropriate products and services.
• Maintain a deep understanding of Numerica's product suite to provide accurate, informed guidance to members.
• Actively participate in branch sales and referral campaigns, meeting or exceeding individual and branch goals.
• Develop stronger relationships with members through trust, follow-up, and consistent delivery of solutions that meet financial goals.
• Support cross-departmental collaboration by referring members to Lending, Business, and Investment Services when appropriate.

Transactional:

• Perform complex financial transactions including official checks, wire transfers, stop payments, account maintenance, and dual control functions.
• Ensure all transactions meet internal and regulatory requirements with accuracy and efficiency.
• Balance and verify cash drawer, vault, and branch totals while identifying and resolving discrepancies.
• Support branch operations by assisting with end-of-day balancing, cash ordering, and system troubleshooting.
• Operational expertise by maintaining knowledge of policies, procedures, and audit requirements.

Member Support:

• Deliver consistent, high-quality service aligned with Numerica's CARES Principles and service standards.
• Provide support for escalated member issues or complex service situations with professionalism and accuracy.
• Educate members on digital banking tools, self-service options, and financial wellness resources.
• Problem-solving skills by identifying issues and providing timely, accurate resolutions.
• Ensure all member interactions contribute to an exceptional experience that promotes trust and loyalty.

Relationships/Behavior:

• Serve as a peer leader by providing guidance, mentorship, and training to Service Representative I team members.
• Collaborate with Assistant Branch Manager and Branch