Numerica Credit Union

Spokane, WA


Sarah Whaley


Job Description:

With the goal of enhancing lives, fulfilling dreams and building communities this position takes an active leadership role in the business services sales and service functions of originating Commercial and Industrial (C&I) and Commercial Real Estate (CRE) loans for the credit union. Directly supervises Business Services sales staff responsible for C&I and CRE lending. Strategic imperatives include outstanding sales and services ability including the cross sales of mortgage, investment and insurance services to businesses to meet corporate objectives for revenue. Tracks and measures member/prospect contacts and sales on a regular basis. Reviews, edits, and evaluates credit requests.

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.

  • Contributes to the organization’s mission statement and goals by providing the highest quality of service, treating each person professionally with warmth, courtesy and respect cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
  • Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
    ‘Recruits and Supervises a sales staff of business services employees that are well trained in methods to obtain business and service accounts at very high levels. Assures the highest standards for member satisfaction through the timely resolution of member services issues, complaints and problems.
  • Provides the leadership to establish and sustain successful business member relationships that maximize the sales and revenue of products and services from the credit union, mortgage, investment and insurance operations. Promotes “Best Practices” partnerships with focus on internal partner, including the Dealer Center, Branch Operations and Members Financial.
  • Establishes the day-to-day business practices to build and maintain an ongoing business services area within the credit union, including assisting in procedures for sales, account servicing, annual goal setting, and establishment of cross-sales utilizing an account team representing different service areas of the credit union including; investments, insurance, branch operations, mortgage lending, and online banking. Helps refine and establish referral process to meet/exceed goals.
  • Reviews, edits, and evaluates credit requests of direct reports insuring that requests are properly structured and priced, loan purpose is reasonable for business and industry of the member, key credit risks are determined and mitigated, risk rating is accurate, collateral supports the repayment of the loan, business and industry analysis is adequate for the request, primary, secondary, and tertiary repayment sources are evaluated for member’s ability to repay the loan, financial analysis is complete and accurate, and policy exceptions are noted.
  • Takes a leadership role in representing the credit union and its capabilities to the local business market in order to build awareness, brand image, credit ability and new business. Networks with community leaders and organizations to further develop appropriate leads and reflect credit union’s commitment to the markets served. Assists staff in establishing appropriate community contacts. Attends team building events, sales rallies and awards meetings as appropriate. Provides the necessary training and support to branches for referral support/generation. Proactive community support and activities will be required.
  • Assures profit ability of the small business services area by generating revenue and managing expenses based on annual approved budgets and corporate goals. Participates in the creation of an annual business plan and budget for the area.
  • Assures compliance of all business services with company polices and recommends policy changes or adjustments. Assures compliance with applicable laws and regulatory guidelines and oversees development of any necessary changes in procedures to assure compliance. Ensures operational integrity and service quality in market.
  • Assures the highest standards for customer satisfaction through the timely resolution of member services issues, complaints and problems.
  • Assures the credit union’s on-going ability to be our members’ preferred source for personal financial products by participating in the development of new responsive products and services, adhering to a core set of values with a profound sense of ethics and integrity. Is dedicated to member focus by exceeding the members’ expectations.

Effectively incorporates concepts of CML and CARE Principles in daily behaviors and interactions: Connects with internal/external members, Anticipates needs, Relates to each member, Enhances each member’s experience.


Supervises Business Services sales staff members.

Must meet targeted sales goals that create profitable relationships for the credit union. Ensures that business relationships are maintained at the highest service levels. Must adhere to a core set of values with a profound sense of ethics and integrity. Be dedicated to member focus and present a positive and professional Image.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities, companies and/or individuals, become necessary.

None Required.

Ability to operate standard office equipment such as photocopier, fax machine, typewriter, word processor, personal computer and such other equipment normally found in a credit department of financial institution. Ability to lift up to 25lbs.

Leadership Competency and Roles

Assistant Vice President (AVP)
Process Engineer
Team Builder
Change Advocate
Cross Functional Collaboration
Technical Aptitude

Assistant Vice President (AVP)

Process Engineer

o Lead, design, operate, and optimize processes in areas of expertise.

Team Builder

o Build and maintain trusting relationships to achieve goals and accomplish tasks by recognizing and utilizing the strengths of a team.
Change Advocate

o Obtain buy-in and generate momentum for organizational change.
o Champion change throughout the organization by challenging status quo.

‘Cross Functional Collaboration

o Coordinate across departmental boundaries to build relationships and achieve project, production, and service goals.

Technical Aptitude

o Possess the knowledge and capability to lead and support areas of responsibility.
All Leaders
Value Diversity and Difference
Role Model/Core Values/CML
Passion for Core Purpose
Continuous Learning
Strong Moral Compass

Critical Thinking

All Leaders

• Empowering

o Give employees the authority and power so they can take the initiative to make decisions and solve problems, making them stronger and more confident.

• Collaborative/Cooperative

o Partner and perform within and across business units to achieve the common greater goals of the credit union.
o Bring relevant and big picture items to individual and group discussions.

Value Diversity and Difference

o Value diversity by recognizing differences between people and acknowledge that these differences are a valued asset.
o Seek out different points of view.

Role Model/Core Values/CML

o Be the example for others to follow.
o Define culture by living service standards, core values, and care principles.
o Utilize CML training to create an enthusiastic, engaging, and warm environment.

‘Passion for Core Purpose
o Through language, and actions, demonstrate commitment to enhancing lives, fulfilling dreams, and building communities.


o Honor agreements
o Hold others to their commitments.

Continuous Learning

o Continue to develop and improve skills and knowledge in order to perform effectively.
o Adapt to changes in the work place.

Strong Moral Compass

o Behave and make choices guided by accepted principles of what is right and wrong.

Critical Thinking
o Exercise reflective thinking to organize, clarify, and raise the efficiency of one’s own thinking, decisions, and work.
o Recognize errors and biases in one’s own thinking.


o Identify with and understand another’s situation or feelings.

Education/Experience Required:

Bachelor’s Degree in Business Administration or related field required plus a minimum of 5 years experience as a loan officer in commercial/business lending. Individual must have strong credit and communication skills, be a proven leader, have demonstrated sales skills and the ability to manage in a changing environment.