Relationship Specialist

*This position as Relationship Specialist is a base pay position with an additional standalone incentive plan based upon reaching and exceeding goals.

JOB SUMMARY

This position must provide unsurpassed service experiences and build member relationships through outbound communication channels and occasionally in person. The primary responsibility of this job is to connect with members successfully offering products and services that result in increased engagement, retention, and value mutually benefitting the member and the credit union.

Additional responsibilities include responding to member questions, resolving issues, troubleshooting digital banking, opening accounts, completing loan applications and transactions.

ESSENTIAL FUNCTIONS
May include any and/or all of the following:

1. Demonstrate sensitivity, support, respect, flexibility, dependability, and timeliness in order to take personal responsibility and accountability for actions and performance.
2. Meet established minimum performance expectations and provide regular reports regarding efforts and results.
3. Contact potential and existing members in a professional manner with the objective of creating, building, and enhancing relationships.
4. Gather member information and identify solutions to make appropriate referrals of products and services that would benefit the member and improve their financial well-being
5. Actively listen and respond to member inquiries, suggestions, requests and concerns with a focus on resolution of any applicable issues.
6. Proactively take ownership of situations that arise while assisting members to reach a mutually beneficial resolution.
7. Make prudent decisions in a timely, well researched manner that reflects awareness of impact to the member and the credit union.
8. Process paying and receiving transactions for members including, but not limited to, transfers, payments, cashier’s checks, etc.
9. Perform member service duties as needed to serve member needs, including opening consumer accounts, researching member inquiries, conducting debit/credit card transactions, wire transfers, etc.
10. Complete loan applications for auto loans, unsecured loans, i.e. credit cards or signature loans and forward to Consumer Lending for approval and final processing. Follow-up with member to ensure completion, setup automation of payment and answer/resolve any outstanding questions or issues.
11. Effectively handle high stress or antagonistic calls that are the result of challenging member issues by using appropriate interpersonal styles and methods to reduce tension or conflict.
12. Stay current on all related procedures and processes as well as current marketing promotions.
13. Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
14. Input all member activity and interactions into Symitar Notes to maintain ongoing member experience.
15. Appropriately communicate with other departments in a timely manner to ensure successful member experiences.
16. Maintain a positive, effective working relationship with management and peers.
17. Work with SVP, Operation Support to identify and implement strategic initiatives that achieve and exceed goals for engagement and retention.
18. Perform all other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
  • • Modern office equipment, 10-key
    • Microsoft Office Suite emphasis on Outlook, Excel, Teams
    • Applications necessary to perform job functions, including but not limited to Genesys, Banno, Symitar, Synergy, Quick Assist, Lending 360
    • Credit Union products and services at a high level
    • Consumer Lending loan basics
• Ability to:
  • • Carry out Credit Union mission, philosophies, values and practices
    • Maintain initiative and work independently to achieve goals
    • Think creatively to resolve issues and provide solutions
    • Keep calls focused and timely to efficiently handle each call
    • Cross sell for the benefit of the member
    • Speak with confidence and clarity
    • Adapt professional style to the needs of the members
    • Easily access and share latest product and service information
    • Overcome objections
    • Provide accurate services
    • Maintain confidentiality and professionalism
• Skill in:
  • • Highly self-motivated to achieve goals
    • Positive, outgoing, influential
    • Strong verbal and written communication
    • Interpersonal skills
    • Well organized, paying close attention to detail
    • Make effective and timely decisions
    • Professionalism in both appearance and manner

QUALIFICATIONS

Training and Testing:

Critical Development Experiences:

• Pursue opportunities for professional growth and development through training, education and self-study
• Successfully complete all applicable compliance training and testing
• Participate and become proficient in appropriate level of training for lending, IRAs, HSAs, and Trusts

Education and experience equivalent to:

• A minimum of one year up to three years of similar or related experience, including preparatory experience
• A high school degree or equivalent

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.