Relationship Specialist I

About the Role

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.

Responsibilities

• Provide unbelievable member experiences with every member interaction both in-person and on the phone
• Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying member needs and properly positioning VyStar financial solutions
• Describe VyStar Credit Union's value proposition versus competitors and convey the importance of educating and proactively helping members with their financial goals
• Use 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
• Understand and position consumer and business deposit, credit, insurance, and investment solutions appropriately
• Handle personal and business account transactions, open accounts, and process various types of loan applications
• Explain basics of 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
• Support and participate in all Credit Union initiatives and campaigns
• Exercise sound judgment and discretion while remaining compliant with well-defined limits and guidelines
• Work with relative independence to accomplish tasks
• Exhibit a high degree of integrity, trustworthiness, and professionalism always
• 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 more complex concerns
• Embrace VyStar's Standards of Excellence, Behaviors of Excellence, Being Unbelievable, and the Great 8 Member Service Commitments
• Actively lead by example through community service supporting the VyStar brand
• Utilize excellent verbal and written communication skills
• 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

Qualifications

• High School Diploma/GED required; Associate's degree preferred
• Previous experience in a sales and/or customer service position, community service, military service, asking questions, offering recommendations and making referrals is preferred, preferably with a financial institution
• Ability to process accurate transactions and requests
• Must possess and utilize excellent listening skills, 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
• Must be professional in appearance and attitude
• Must be able to handle many tasks in a fast-paced environment
• Must possess strong critical thinking and decision-making abilities
• 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

Behaviors of Excellence

• 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