Relationship Specialist

Relationship Specialist

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Position Summary

The Relationship Specialist (RS) drives incremental growth by proactively engaging members, conducting in-depth financial discovery conversations, and identifying home equity lending opportunities. This role transforms member insights into tailored lending and deposit solutions through a blend of financial counseling, consultative selling, and product expertise. By generating home equity applications, deepening member relationships, and executing strategic outreach efforts, the Relationship Specialist plays a key role in driving branch performance and revenue growth.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.

Relationship Ownership & Outbound Engagement

• Proactively manage and grow member relationships through consistent, strategic outbound engagement.
• Initiate targeted outreach to deepen relationships, uncover financial needs, and generate lending opportunities.
• Drive ongoing engagement by scheduling and leading timely, value-driven follow-up conversations.
• Cultivate long-term relationships that position Wellby as the member's primary and trusted financial partner.
• Execute high-volume outbound calling with a focus on initiating meaningful financial discussions and identifying cross-selling opportunities.
• Maintain a disciplined outbound cadence, including follow-ups, relationship check-ins, and opportunity-driven outreach as a core performance expectation.

Financial Discovery & Advisory Selling

• Lead meaningful financial conversations to understand member goals, financial priorities, and life events.
• Use discovery-based conversations to identify opportunities for lending, debt consolidation, and relationship growth.
• Recommend solutions aligned to members' financial goals, ensuring clarity around benefits, risks, and long-term impact.
• Sell through advice by connecting products to member outcomes and financial well-being.

Home Equity Lending & Production

• Identify and originate home equity lending opportunities through strategic member engagement and comprehensive financial discovery.
• Educate and guide members on Home Equity Loan and HELOC solutions in product structure, costs, timelines, and appropriate use cases.
• Accurately complete and submit home equity loan applications, ensuring all documentation is thorough, compliant, and aligned with underwriting requirements.
• Anticipate, identify, and resolve potential issues early in the process to minimize delays and ensure a seamless application experience.
• Contribute to branch revenue and overall financial performance.
• Maintain NMLS registration and comply with all applicable lending requirements.

Member Experience & Relationship Growth

• Deliver a high-quality, advisory-driven member experience that builds trust and confidence.
• Manage challenging conversations with professionalism, empathy, and composure.
• Strengthen member relationships through ongoing engagement and financial guidance.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, and general operating policies and procedures.
• Knowledge of general office practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software's.
• Knowledge of financial counseling principles and advisory-based selling techniques
• Knowledge of home equity lending products (HELOCs and Home Equity Loans)
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in providing excellent interpersonal and member service skills
• Skilled in the analysis of problems and the development and implementation of solutions
• Skilled in above-average analytical and reasoning abilities
• Skilled in proactive outbound engagement and relationship management
• Skilled in conducting financial discovery conversations and identifying opportunities
• Skilled in explaining complex financial concepts in a clear and simple manner
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to adhere to all Wellby policies, procedures, and regulatory requirements.
• Ability to provide excellent time management skills with a proven ability to meet deadlines
• Ability to provide strong analytical and problem-solving skills
• Ability to navigate and troubleshoot issues
• Ability to work in a fast-paced team environment with exceptional member service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability and willingness to engage in high-volume outbound phone communication daily
• Ability to maintain strict confidentiality

Supervisory Responsibilities

• This team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member follows Wellby's policies and procedures, Team Member Handbook, and federal and state laws and regulations in accomplishing assignments
• The Relationship Specialist operates with a high degree of independence in managing member relationships and identifying opportunities.
• Work involves a combination of proactive outreach, financial analysis, and coordination across multiple teams.
• The team member exercises judgment in recommending financial solutions and managing member relationships.
• Tasks require prioritization, relationship management, and coordination to achieve production and service outcomes.
• Work is reviewed for accuracy, production impact, and compliance with Wellby policies and procedures.
• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member uses independent judgment in making decisions.
• Courses of action are determined by established procedures and/or the Branch Manager

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 75% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Work Hours

• To meet the department's needs, overtime work is sometimes necessary, and team members may be required to work overtime hours as assigned.
• Shifts may be staggered (between 7:30 a.m. and 6:30 p.m. CST) and will include some Saturdays.

Minimum Qualifications

• High School diploma or equivalent required.
• Minimum two (2) – four (4) years' experience in member service, financial services, or similar retail sales experience required.
• Bachelor's degree in finance, accounting, business administration, or a related field preferred.
• Experience in lending, mortgage, IRA, and/or home equity products preferred
• Experience with member service and sales culture
• Obtain NMLS registration within one year of hire
• Obtain FiCEP certification within 6months of hire
• Bondable

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