Position Summary
The Financial Services Specialist (FSS) is a member-facing role responsible for delivering exceptional service and supporting branch growth through consumer lending, new account opening, new member onboarding, ancillary product recommendations, and partner referrals. This position serves as a trusted financial resource by identifying member needs and recommending appropriate products and services that support members’ financial well-being and the credit union’s business objectives.
This is a non-exempt position eligible for overtime in accordance with applicable federal, state, and local wage and hour laws. The FSS is expected to model professionalism, accountability, confidentiality, and a member-focused service mindset within the branch. The FSS may occasionally support teller operations by assisting with member transactions to ensure a seamless and positive branch experience.
Essential Functions Member Experience & Relationship Building
· Deliver a professional, member-focused experience in every interaction, whether in person, by phone, or digitally.
· Build strong relationships with members by understanding their financial needs and providing personalized recommendations.
· Serve as a knowledgeable resource for members across retail products and services.
Sales, Lending & Growth
· Originate and fund consumer lending products, including personal loans, auto loans, credit cards, and other applicable products.
· Open new accounts and onboard new members, ensuring a smooth and welcoming experience.
· Proactively identify opportunities to recommend appropriate ancillary products and services, such as GAP, warranties, insurance, and digital services, consistent with member needs and applicable laws, regulations, and credit union policies.
· Generate and track partner referrals in alignment with branch and organizational goals.
· Work toward individual and branch performance goals related to lending, deposits, and member engagement while maintaining compliant, ethical, and member-centered practices.
Branch Leadership & Team Support
· Act as a role model within the branch by demonstrating strong work ethic, professionalism, and accountability; this role does not have supervisory authority unless specifically assigned in writing.
· Support and reinforce branch goals, service standards, and operational expectations.
· Collaborate effectively with branch leadership and teammates to support a positive and results-oriented culture.
Teller & Operational Support
· Occasionally back up the teller line, performing member transactions accurately and efficiently when needed.
· Comply with applicable credit union policies, procedures, security standards, and federal, state, and local regulatory requirements.
· Maintain a strong understanding of systems, tools, and processes to support efficient branch operations.
· Complete required training and promptly escalate potential compliance, operational, privacy, information security, or member service concerns through appropriate channels.
Minimum Qualifications
· High school diploma or equivalent required; college coursework preferred.
· Two or more years of experience in retail banking, credit union services, financial services, sales, or a related member/customer service environment preferred.
· Demonstrated ability to support lending, account opening, service, and sales-related activities in a compliant and ethical manner.
· Ability to read, understand, and apply written policies, procedures, disclosures, and regulatory requirements.
· Strong communication, listening, and relationship-building skills.
· Ability to work collaboratively in a fast-paced, member-focused environment.
· Ability to meet any registration, licensing, background check, bonding, or other eligibility requirements applicable to the role, subject to applicable law.
Preferred Skills & Competencies
· Member-focused mindset with a consultative service approach.
· Results-driven with the ability to manage multiple priorities.
· Strong attention to detail and operational accuracy.
· Comfort serving as an informal leader and supporting team success.
· Knowledge of consumer lending regulations and compliance standards.
· Bilingual skills are a plus but are not required unless specifically designated for a posted opening.
Success Measures
Success in this role is measured by:
- Lending production and funding volumes
- New accounts and new member acquisition
- Ancillary product penetration
- Partner referral generation
- Member satisfaction and service quality
- Adherence to operational and compliance standards
Work Environment & Physical Requirements
This position primarily works in a branch office environment and requires regular interaction with members, employees, and business partners. The employee is regularly required to communicate verbally and in writing, use a computer and telephone, operate standard office equipment, and remain stationary or move about the branch as needed. The employee may occasionally lift, carry, or move items typically found in an office or branch environment. The physical requirements described are representative of those that must be met to successfully perform the essential functions of the position, with or without reasonable accommodation.
Schedule & Attendance
Regular and reliable attendance is an essential function of this position. Work schedules may vary based on branch hours, staffing needs, and business requirements. Any overtime must be approved in advance and will be compensated in accordance with applicable law and company policy.
Job Description Disclaimer
This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. The credit union may modify duties or assign additional responsibilities as business needs require, consistent with applicable law.
California Employment Notices
· Pay transparency: The posted pay scale is provided in accordance with applicable California pay transparency requirements and reflects the hourly wage range the credit union reasonably expects to pay for the position upon hire.
· Salary history: The credit union will not seek or rely on an applicant’s salary history in determining whether to offer employment or in setting compensation. Applicants may voluntarily provide salary expectations for the position.
· Equal employment opportunity: The credit union is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, registered domestic partner status, age, disability, medical condition, genetic information, pregnancy, childbirth or related medical condition, military or veteran status, reproductive health decision-making, or any other status protected by applicable federal, state, or local law.
· Fair Chance Act: The credit union will consider qualified applicants with criminal histories in a manner consistent with the California Fair Chance Act and any applicable local ordinances. The credit union will not include statements in job postings that discourage applicants with criminal histories from applying, and background checks, if required for the position, will be conducted only as permitted by applicable law.
· Reasonable accommodation: Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the application process and to perform the essential functions of the position, unless doing so would impose an undue hardship.
· Applicant privacy: Applicant personal information will be handled in accordance with applicable privacy laws and the credit union’s applicant privacy practices.
Pay: $28.00 - $31.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Bereavement leave
- Credit union membership
- Dental insurance
- Dependent care reimbursement
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid sick time
- Paid time off
- Vision insurance
- Volunteer time off
Experience:
- Banking: 2 years (Preferred)
Language:
Ability to Commute:
- Monrovia, CA 91016 (Required)
Work Location: In person
