Senior Relationship Specialist

About the role

The Senior Relationship Specialist provides unbelievable member experiences with every interaction, both in-person and on the phone. This role identifies member cues, asks open-ended discovery questions, and grows consumer and business relationships by identifying needs and positioning VyStar financial solutions. The specialist must describe VyStar’s value proposition versus competitors, educate members on financial goals, demonstrate proficiency in all job functions, model them for newer employees, and manage branch responsibilities in the absence of the Assistant Branch Manager (ABM) and Branch Vice President (BVP).

Responsibilities

• Consistently use each member interaction (phone and in-person) to provide unbelievable member experiences — from greeting and welcoming to strengthening relationships through quality conversations and cross-selling credit union solutions.
• Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying needs.
• Demonstrate knowledge of consumer and business deposit, credit, insurance, and investment solutions and position them successfully.
• Complete personal and business account transactions, open accounts, and process various loan applications.
• Explain credit and savings options and effectively refer 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.
• Participate, support, and lead in all Credit Union initiatives and campaigns.
• Exercise sound judgment and discretion within defined limits and guidelines; work independently.
• Exhibit high integrity, trustworthiness, and professionalism; exude a positive, professional attitude.
• Resolve member problems independently, seek “yes” solutions, and handle escalated concerns for newer Relationship Specialists.
• 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 newer Relationship Specialists.
• Promote and lead branch initiatives; proactively identify ways to improve employee and member experiences.
• Provide training and coaching for newer Relationship Specialists.
• In partnership with the ABM and BVP, conduct team huddles and weekly sales meetings.
• De-escalate member and employee issues as appropriate.
• Manage branch operations in the absence of the ABM and BVP.
• Handle escalated, urgent, and emergency situations in the absence of the ABM and BVP.
• Utilize relationship-building and documentation tools for 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 while educating members on VyStar’s offerings.
• Perform other duties as assigned.
• Proactively identify, assess, manage, and report risks within domain of work; maintain vigilance in safeguarding operations and ensuring regulatory compliance.

Qualifications

Education

• High School Diploma or GED required.
• Associate’s degree preferred.

Experience

• 2–3 years’ experience in sales and/or customer service, community service, military service, asking questions, offering recommendations, and making referrals — preferably with a financial institution.
• Previous leadership experience preferred.

Knowledge, Skills & Abilities

• Proven top performance track record.
• Demonstrated sales and/or sales leadership.
• Strong verbal and written communication skills.
• Proficient in Internet and Microsoft Office.
• Outgoing personality with a strong desire to help people.
• Proficiency in asking probing questions and making recommendations.
• Critical thinking skills for resolving escalated issues or de-escalating concerns.
• May assist branch leadership as needed.
• Work toward expert user status on credit union systems, applications, products, and services.
• Successful cross-referral partnerships across all business lines.
• Genuine passion for sales.
• Ability to stand throughout entire shift to assist members or staff.

Benefits

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

Work environment

Nothing in this position description is an implied contract for employment. The description is intended to be an accurate account of essential functions, which are not all-encompassing and are subject to change by management. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. As required, 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.

Excellence behaviors

• Focus — Focus full attention by carefully listening to and observing the client or member.
• Connect — Consistently be friendly and approachable; demonstrate you care.
• Understand — Listen empathetically and ask questions (70% listening / 30% speaking).
• 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.