Personal Banker/Financial Services Representative (Pasadena)

California Credit Union; Pasadena (CA); On-site; USD 31,519 - 39,578; Full time

Job summary

California Credit Union is seeking a Full Time Financial Service Representative in Pasadena, CA. The role focuses on opening new accounts, assisting with loans, and cross-selling credit union products to meet member needs.

The FSR works from a branch, delivering prompt, professional service and achieving monthly sales goals while maintaining quality service standards. High school diploma required; two to three years’ financial institution experience preferred.

Qualifications

• Strong communication and interpersonal skills.
• Experience delivering excellent member service.
• Proven ability to meet sales goals.
• Comfort with cross-selling financial products.
• Proficient in using personal computers and standard software.

Responsibilities

• Open new accounts and explain account types and services.
• Assist members with online and mobile banking setup.
• Process loans and coordinate with lending staff for approvals.
• Promote credit union products and services to meet member needs.
• Provide timely responses to member inquiries by phone, in person, or email.
• Maintain compliance with policies and procedures.

Skills

Strong communication

Member service excellence

Sales and referral skills

Time management

Education

High school diploma or equivalent

Tools

PC literacy

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Clerical Pasadena, CA, US

Salary Range: $22.88 to $28.73 Hourly

General Summary

The Financial Service Representative (FSR) is based in a branch. This position works within established guidelines to perform sales and service activities. Provides prompt, professional and accurate information to members and potential members in opening new accounts, securing loans, as well as cross‑selling Credit Union products and services to meet members’ needs and increase member satisfaction. 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 individual member and works with new and existing members to identify their financial needs and assists them in selecting appropriate financial products and services.
• Provides an exceptional service experience consistent with Credit Union standards; resolves member complaints quickly and accurately; responds to member inquiries on the phone and in person.
• Provides 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 member satisfaction.
• Adheres to CCU's Member Experience Playbook, SLAs, and corporate initiatives.
• Follows the retail branch's escalation process.

Opens new accounts

• Explains account type, product, or service to member.
• Has thorough understanding of all credit union digital products and assists members in establishing all electronic services such as online banking, mobile banking, mobile deposits, direct deposit, bill pay, etc.
• Interviews member to determine appropriate product/account/service to establish.
• Complies with all positive identification regulations for establishing new account holders.
• Analyzes existing account relationships to identify potential services and/or account sales opportunities.
• Generates outbound telemarketing calls; identifies member needs and promotes appropriate credit union products and services. Utilizes 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 credit union products and services.
• Develops and maintains a follow‑up program for expanding multiple account relationships.
• Opens basic business accounts, fiduciary, trust accounts, IRAs and HSAs. Completes all tasks required to establish and service the accounts.

Originates and funds consumer loans

• Recommends appropriate products and services to members.
• Conducts interview with members relating to loan request.
• Cross‑sells consumer loan protection products and services.
• Reviews documentation and forwards to Consumer Lending for review and approval on loans that are not system‑approved.
• Communicates the loan disposition to member (approved, counter‑offer, denied).
• Creates loan documents and obtains member signature(s).
• Disburses new loan and completes follow‑up tasks.
• Discusses and refers business loans.
• Completes tasks and responsibilities relating to enhancing member relationships to increase member service.

Business Development

• Develops existing and new member relationships – expands client base through business development, on‑sites, and community and networking events.
• Attends onsite events.

Other Accountabilities (5%)

• Ensures compliance with all applicable laws, regulations, and Credit Union policies and procedures as they relate to assigned products, including, but not limited to, Truth in Savings and Fair Credit Lending Practices.
• Participates in all assigned staff development programs in support of the Credit Union's commitment to continuous improvement in sales and service, quality, and teamwork.
• Must consistently report to work on time, as scheduled.
• Completes all BAI trainings and classroom courses.
• Performs other duties as assigned.

Position Requirements and Qualifications

Abilities

• Strong communication (written and verbal).
• Provides excellent member service both internally and externally.
• Proven sales and service results.
• Strong time management and organizational skills.

Knowledge, Education, Certifications, Licenses

• High school education or equivalent.
• Knowledgeable in new accounts and lending policies and procedures.
• Solid knowledge of sales and referral technique a must.
• Working knowledge of personal computers also 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.

Working Conditions and Physical Demands

Work is performed in a general office environment. This 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. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

EOE

Schedule: Monday–Thursday, 9:00 a.m.–5:00 p.m., Friday 6:00 p.m., Saturday 9:00 a.m.–2:00 p.m. 40 hours.