Relationship Manager (Orlando Market)

VyStar Credit Union•Orlando, FL

2d•Onsite

About The Position

Relationship Managers (RM) are a part of the Signature Banking Program responsible for delivering concierge-level service experience and personalized solutions to members maintaining program minimums. RMs serve as the primary point of contact and trusted advisors for credit union members and businesses in the communities we serve. They provide access to customized products and expert guidance at every stage of a member’s financial journey, empowering them to grow, thrive, and rely on VyStar as their lifelong financial partner. As the member advocate within the organization, RMs orchestrate resources across departments to deliver comprehensive, seamless financial solutions that anticipate member needs. This role requires a consultative approach that combines financial expertise with exceptional relationship-building skills to create value for both members and the institution. RMs drive revenue growth through strategic cross-selling and proactive identification of opportunities that deepen member relationships and expand wallet share. RMs are accountable for achieving portfolio targets while maintaining the highest standards of member satisfaction, retention, and regulatory compliance. This position is critical in reinforcing the credit union’s market position as a premier provider of relationship-focused priority banking services.

Requirements

High School Diploma or GED is required.
NMLS is required or ability to obtain within twelve months of start date
Notary is required or ability to obtain within twelve months of start date
Minimum 4-6 years of experience in banking, wealth management, or financial services.
Demonstrated success in consultative selling, portfolio management, and achieving sales targets for both consumer and business members.
Foundational knowledge of sales and service techniques with members, including tele-consulting, outside calling, prospecting, and networking.
Comprehensive knowledge of investment products, strategies, and principles
Advanced understanding of credit analysis, lending processes, and risk assessment methodologies
Strong interpersonal and communication skills with ability to build rapport with affluent members and business owners
Excellent presentation and negotiation skills for complex financial discussions
Analytical thinking and problem-solving abilities to address sophisticated financial needs
Ability to synthesize complex financial information and communicate recommendations clearly
Strong organizational and time management skills to manage multiple relationships simultaneously
High emotional intelligence and ability to navigate sensitive financial conversations
Commitment to maintaining confidentiality and exercising discretion with information
Self-motivated with strong business development and networking capabilities
Ability to work independently while collaborating effectively with internal teams
Cultural competency and ability to serve diverse populations
Adaptable to changing market conditions, products, and regulatory requirements
Manages risk effectively to meet member needs while also protecting credit union assets and reputation
Ongoing commitment to personal growth and development
Working knowledge of PCs (Windows and Office Products including Word, Excel, etc.)
Working knowledge of digital technology (mobile, apps, web-based browsing)
Clean regulatory and compliance history with no disciplinary actions is required.

Nice To Haves

Bachelor’s degree preferred.
Active securities licenses (Finra Series 6 or 7 and 65/66) preferred or ability to obtain within twelve months of start date
Active 4-40 Customer Representative License preferred or ability to obtain within twelve months of start date
Professional certifications such as CFP, CFA, or CIMA highly desirable
Valid driver’s license and ability to travel as needed

Responsibilities

Manage a portfolio of priority members with assets meeting or exceeding program threshold requirements
Develop and execute comprehensive plans tailored to individual member needs, goals, and risk profiles
Proactively identify and pursue cross-selling opportunities across deposit, lending, and investment products
Conduct regular relationship reviews to assess evolving financial needs and recommend appropriate solutions
Collaborate with internal specialists including investment advisors, mortgage officers, and business banking partners to deliver holistic services
Monitor portfolio performance metrics including asset growth, revenue generation, member retention, product per member numbers, and satisfaction scores
Resolve complex member issues and service escalations in a timely and professional manner
Maintain detailed member profiles and document all interactions in the customer relationship management (CRM) system
Lead new member acquisition efforts through networking, referrals, and participation in community and business events
Develop and maintain an in-depth knowledge of VyStar products and services, as well as knowledge of competitive products and services to ensure meaningful in-depth financial wellness conversations with clients
Embody a strong member experience culture, being present with every member and teammate and realizing the impact we can have on their day, personally, professionally, and financially
Develop strong partnerships with branch teammates and line of business partners
Ensure compliance with operational, risk, security and audit procedures and policies including appropriate documentation of member interactions
Perform other duties and responsibilities 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.
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.