Relationship Specialist II

VyStar Credit Unions; Jacksonville, Northern (FL, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k) Plan

Tuition reimbursement

Paid training program

Job summary

VyStar Credit Union seeks a Relationship Specialist II to deliver exceptional member service both in person and on the phone. You will identify member needs, cross-sell financial solutions, and assist with opening accounts and processing loan applications.

The role emphasizes educating members about VyStar products, while maintaining high integrity and professionalism. Training and mentoring responsibilities are included within a collaborative team environment.

Qualifications

• 1-2 years’ experience in a sales and/or customer service position, preferably with a financial institution.
• Strong verbal and written communications skills.
• Proficient in using the Internet and Microsoft Office; outgoing personality and a desire to help people.

Responsibilities

• Provide unbelievable member experiences through in-person and phone interactions.
• Identify member needs and cross-sell VyStar financial solutions.
• Open personal and business accounts and process loan applications.
• Explain credit and savings options and refer more complex products when needed.
• Train and mentor new Relationship Specialists and support branch initiatives.

Skills

Sales experience

Customer service

Communication skills

Cross-selling

Financial product knowledge

Education

High School Diploma/GED

Associate degree preferred

Tools

Internet

Microsoft Office

Job description

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.

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.

VyStar Credit Union Human Resources VyStar Credit Union has a rich history of providing financial services and community support. VyStar was originally founded as Jax Navy Federal Credit Union in 1952 to serve military members, civil services employees and their families at Naval Air Station Jacksonville. In the more than 70 years since then, we have expanded our field of membership to now serve 49 counties in Florida and 29 counties in Georgia. As we have grown, we have continued to provide excellent service to our members and our communities. Today, we serve over 925,000 members, including 50,000 small business members, making us one of the largest financial institutions in Northeast Florida ($13.5 billion in assets) and one of the largest credit unions in the country. We are guided by our purpose to Do Good.