Relationship Specialist II

Relationship Specialist II

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees.

Accountability Statement: The Relationship Specialist II responsibilities include providing unbelievable member experiences with every member interaction both in-person and on the phone, identifying member cues, asking open-ended discovery questions, and growing consumer and business relationships by identifying member needs and properly positioning VyStar financial solutions. This key relationship building position must be able to describe VyStar Credit Union's value proposition versus competitors and convey the importance of educating and proactively helping members with their financial goals. Demonstrates a strong proficiency in all job functions and can model those for newer employees.

Essential Responsibilities

• Consistent in using each member interaction both on the phone and in-person to provide unbelievable member experiences from greeting and welcoming, to strengthening and enhancing member relationships through quality conversations and cross-selling credit union solutions effectively.
• Proficient in identifying member cues, asking open-ended discovery questions, and growing consumer and business relationships by identifying member needs.
• Knowledgeable in their understanding of consumer and business deposit, credit, insurance, and investment solutions and able to position them successfully.
• Competent in completing personal and business account transactions, open accounts, and process various types of loan applications.
• Able to explain credit and savings options and effectively refer more complex business products, mortgage solutions, investments options, and insurance.
• Provide additional services to members such as account maintenance, notary, wire transfer, savings bond redemption, safe deposits box services, fraud claims, and credit card disputes with expertise.
• Participate, support, and lead in all Credit Union initiatives and campaigns.
• Exercise sound judgment and discretion while remaining compliant with well-defined limits and guidelines.
• Work with independence to accomplish tasks.
• Exhibit a high degree of integrity, trustworthiness, and professionalism at all times.
• Exude a positive and professional attitude with members and partners consistently.
• Resolve member problems independently, seeking to find ways to a "yes" whenever possible, and escalating when appropriate.
• Exemplify VyStar's Standards of Excellence, Behaviors of Excellence, Being Unbelievable, and the Great 8 Member Service Commitments.
• Lead by example through community service supporting the VyStar brand.
• Demonstrate excellent verbal and written communication skills.
• Manage opening and closing procedures as needed.
• Train and mentor new Relationship Specialists.
• Promote and lead branch initiatives.
• Proactively identify ways to improve employee and member experiences.
• Utilize all available relationship-building and documentation tools to ensure comprehensive follow-up with members, fostering continued growth in member relationships through proactive engagement and personalized service.
• Engage proactively with members through outbound calls to understand needs and provide comprehensive solutions related to VyStar Credit Union's products and services, resulting in booked sales.
• Address and overcome objections effectively while educating members about the wide array of offerings available.
• Perform other duties 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.

Job Qualifications

Education:

• High School Diploma/GED is required.
• Associate's degree is preferred.

Experience:

• 1-2 years' experience in a sales and/or customer service position, community service, military service, asking questions, offering recommendations and making referrals is required, preferably with a financial institution.

Knowledge, Skills & Abilities:

• Proven top performance track record.
• Demonstrated sales and/or sales leadership.
• Possess strong verbal and written communications skills.
• Proficient in the use of the Internet and Microsoft Office.
• Must have an outgoing personality and a strong desire to help people.
• Proficiency in asking probing questions & making recommendations.
• Exercise critical thinking skills in resolving escalated issues or deescalating concerns.
• May assist branch leadership as needed.
• Works to attain expert user status on credit union systems, applications, products, and services.
• Successful partnership will cross referrals to all business lines.
• Strong communication skills and a genuine passion for sales are essential for success in this role.
• May stand throughout entire shift in order to assist members or other staff.

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 50 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

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

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