Relationship Specialist I

Benefits

• Competitive pay
• 401(k) Plan
• Extensive paid technical and on-the-job training program
• Tuition reimbursement — available to all full- and part-time employees
• Part-time positions start at a minimum of 30 hours per week

About the Role

The Relationship Specialist I provides unbelievable member experiences with every interaction — in-person and on the phone — by identifying member cues, asking open-ended discovery questions, and growing consumer and business relationships through needs-based positioning of VyStar financial solutions. This role must articulate VyStar’s value proposition versus competitors and convey the importance of educating and proactively helping members achieve their financial goals.

Responsibilities

• Use every member interaction (phone and in-person) to deliver unbelievable experiences — from greeting and welcoming to strengthening relationships through quality conversations and effective cross-selling of credit union solutions.
• Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying member needs.
• Understand and appropriately position consumer and business deposit, credit, insurance, and investment solutions.
• Handle personal and business account transactions, open accounts, and process various types of loan applications.
• Explain basics of credit and savings options; effectively refer more complex business products, mortgage solutions, investment options, and insurance.
• Provide additional services: account maintenance, notary, wire transfers, savings bond redemption, safe deposit box services, fraud claims, and credit card disputes.
• Support and participate in all Credit Union initiatives and campaigns.
• Exercise sound judgment and discretion within well-defined limits and guidelines.
• Work with relative 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 ways to reach “yes” whenever possible, and escalate 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, fostering continued growth through proactive engagement and personalized service.
• Engage proactively with members through outbound calls to understand needs and provide comprehensive solutions, resulting in booked sales.
• Address and overcome objections effectively while educating members on the full array of offerings.
• Perform other duties as assigned.
• As first line of defense, proactively help identify, assess, manage, and report risks within domain of work; maintain vigilance in safeguarding operations and ensuring compliance with regulatory mandates.

Qualifications

Education: High School Diploma or GED required; Associate’s degree preferred.

Experience: Previous experience in sales and/or customer service, community service, or military service — preferably with a financial institution — involving asking questions, offering recommendations, and making referrals.

Knowledge, Skills & Abilities:

• Ability to process accurate transactions and requests
• Excellent listening, verbal, and written communication skills
• Proficient in Internet and Microsoft Office
• Outgoing personality with a strong desire to help people
• Professional appearance and attitude
• Ability to handle many tasks in a fast-paced environment
• Strong critical thinking and decision-making abilities
• Genuine passion for sales

Physical Requirements: May stand throughout entire shift to assist members or staff; must be able to 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.

Work Expectations

Incumbents are expected to demonstrate the following VyStar Excellence behaviors in performing their duties:

• 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% listening / 30% talking).
• Counsel — Recommend solutions based on the client’s or member’s needs and objectives.
• Advance — Ensure member expectations were exceeded; verify necessary follow-up action.