Relationship Manager (Orlando Market)

Relationship Manager (Orlando Market)

Relationship Managers (RM) are a part of the Signature Banking Program responsible for delivering concierge-level service experience and personalized solutions to members maintaining program minimums. RMs serve as the primary point of contact and trusted advisors for credit union members and businesses in the communities we serve. They provide access to customized products and expert guidance at every stage of a member's financial journey, empowering them to grow, thrive, and rely on VyStar as their lifelong financial partner. As the member advocate within the organization, RMs orchestrate resources across departments to deliver comprehensive, seamless financial solutions that anticipate member needs. This role requires a consultative approach that combines financial expertise with exceptional relationship-building skills to create value for both members and the institution. RMs drive revenue growth through strategic cross-selling and proactive identification of opportunities that deepen member relationships and expand wallet share. RMs are accountable for achieving portfolio targets while maintaining the highest standards of member satisfaction, retention, and regulatory compliance. This position is critical in reinforcing the credit union's market position as a premier provider of relationship-focused priority banking services.

Essential Responsibilities

• Manage a portfolio of priority members with assets meeting or exceeding program threshold requirements
• Develop and execute comprehensive plans tailored to individual member needs, goals, and risk profiles
• Proactively identify and pursue cross-selling opportunities across deposit, lending, and investment products
• Conduct regular relationship reviews to assess evolving financial needs and recommend appropriate solutions
• Collaborate with internal specialists including investment advisors, mortgage officers, and business banking partners to deliver holistic services
• Monitor portfolio performance metrics including asset growth, revenue generation, member retention, product per member numbers, and satisfaction scores
• Resolve complex member issues and service escalations in a timely and professional manner
• Maintain detailed member profiles and document all interactions in the customer relationship management (CRM) system
• Lead new member acquisition efforts through networking, referrals, and participation in community and business events
• Develop and maintain an in-depth knowledge of VyStar products and services, as well as knowledge of competitive products and services to ensure meaningful in-depth financial wellness conversations with clients
• Embody a strong member experience culture, being present with every member and teammate and realizing the impact we can have on their day, personally, professionally, and financially
• Develop strong partnerships with branch teammates and line of business partners
• Ensure compliance with operational, risk, security and audit procedures and policies including appropriate documentation of member interactions
• Perform other duties and responsibilities as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus your full attention by carefully listening to and observing your client or member.
• Consistently be friendly and approachable. Demonstrate you care.
• Listen empathetically and ask questions. (70%/30%)
• Recommend solutions based on your client's or member's needs and objectives.
• Ensure that member's expectations were exceeded. Verify necessary follow-up action.

Job Qualifications

Education

• High School Diploma or GED is required.
• Bachelor's degree preferred.

Certifications

• NMLS is required or ability to obtain within twelve months of start date*
• Notary is required or ability to obtain within twelve months of start date*
• Active securities licenses (Finra Series 6 or 7 and 65/66) preferred or ability to obtain within twelve months of start date*
• Active 4-40 Customer Representative License preferred or ability to obtain within twelve months of start date*
• Professional certifications such as CFP, CFA, or CIMA highly desirable
• Valid driver's license and ability to travel as needed

*Not obtaining required licenses (Finra Series 6 or 7, 65/66 and 4-40 Customer Representative License) within 12 months could lead to termination or transfer. The first two tests (per license) are sponsored by the company and any additional tests are at the expense of the employee. If the employee fails testing, there is a 30-day waiting period. Clean regulatory and compliance history with no disciplinary actions is required.

Experience

• Minimum 4-6 years of experience in banking, wealth management, or financial services.
• Demonstrated success in consultative selling, portfolio management, and achieving sales targets for both consumer and business members.
• Foundational knowledge of sales and service techniques with members, including tele-consulting, outside calling, prospecting, and networking.

Knowledge, Skills & Abilities

• Comprehensive knowledge of investment products, strategies, and principles
• Advanced understanding of credit analysis, lending processes, and risk assessment methodologies
• Strong interpersonal and communication skills with ability to build rapport with affluent members and business owners
• Excellent presentation and negotiation skills for complex financial discussions
• Analytical thinking and problem-solving abilities to address sophisticated financial needs
• Ability to synthesize complex financial information and communicate recommendations clearly
• Strong organizational and time management skills to manage multiple relationships simultaneously
• High emotional intelligence and ability to navigate sensitive financial conversations
• Commitment to maintaining confidentiality and exercising discretion with information
• Self-motivated with strong business development and networking capabilities
• Ability to work independently while collaborating effectively with internal teams
• Cultural competency and ability to serve diverse populations
• Adaptable to changing market conditions, products, and regulatory requirements
• Manages risk effectively to meet member needs while also protecting credit union assets and reputation
• Ongoing commitment to personal growth and development
• Working knowledge of PCs (Windows and Office Products including Word, Excel, etc.)
• Working knowledge of digital technology (mobile, apps, web-based browsing)

Disclaimers and Work Environment

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources