Relationship Officer IV/WTL (West Roseville)

SAFE Credit Union•Roseville, CA

4d•$29 - $35

About The Position

Responsible for helping members with their banking needs and achievement of financial well-being. Demonstrates expertise in financial services, providing consistently great service, and acts as a knowledgeable resource for SAFE. Responsible for building and retaining relationships internally and externally, promoting business for SAFE by conducting a thorough financial assessment, and recommending the most appropriate products and services, fulfilling the members current and future financial needs. Offer member education to improve their financial well-being and convenient self-service options. Fulfills member transactional requests, cross-sells and fulfills new accounts including but not limited to business, consumer, and fiduciary, performs account maintenance, and resolves member service issues. Supporting at a higher capacity, contributing not just as an individual contributor but helping oversee the branch productivity and operations. Engage in employee coaching ensuring employees are adequately trained and able to achieve goals set for them.

Requirements

High school diploma or GED.
Three years of related customer service experience. At least 3 years of related banking experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals the essential functions.
Excellent communication skills (verbal, written, listening skills, and empathy).
Expert ability to build relationships with other leaders, business partners, and stakeholders.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Responsibilities

Display high engagement with staff and collaborate with team members to achieve department and organizational goals.
Maintain focus on retaining and building member relationships by providing personalized member experiences and ensure our members needs are met during each interaction.
Accurately process member transaction requests and respond to member questions and inquiries.
Proactively address member concerns and complaints, striving to resolve issues in a positive manner.
Exercise effective cash handling skills and maintain an individual cash drawer.
Demonstrate in-depth knowledge of core products and loan solutions a wide range of financial solutions to provide personalized recommendations that meet the needs of each member.
Educate members on self-service and digital solutions at each opportunity, ensuring they understand and utilize the available technology for their financial management.
Identify opportunities to retain members by proactively offering solutions that address barriers or concerns for their account and/or relationship and recommend additional services where appropriate.
Educate members and potential members on the benefits of a SAFE membership and identify opportunities to grow membership by actively engaging in conversations that highlight the value of our products, services, and financial solutions.
Utilize sales and referral skills to effectively cross sell products and services based on the members' financial needs and goals.
Consistently achieve personal sales, operational and service performance goals.
Assist in achievement of overall branch sales, service, and operational goals. In addition, support in the development of branch tactics to obtain these goals.
Actively participate in branch’s daily operational activities, including but not limited to performing operational assessments and resolving corrective tickets.
Lead independently in the opening and closing of branch offices, including additional before hours and after-hours operational tasks.
Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
Establish new member, business, and fiduciary relationships and account maintenance.
Demonstrate relationship building skills uncovering member needs to evaluate and offer best solutions.
Assist members with consumer and fiduciary account maintenance, processing wires, submitting transactional disputes, lobby management and online/mobile banking solutions.
Process loan applications, perform loan maintenance for consumer vehicle loans, personal loans and credit cards while supporting member inquiries related to all loan types.
Serve as a subject matter expert being Digitally Certified. Consistently demonstrate promoting, using, and educating members on digital, self-service options, troubleshooting digital tools, and certify others.
Analyze member finances and credit data, as well as other relevant financial information, to evaluate and offer the best solutions.
Serve as a subject matter expert, demonstrating in-depth knowledge of advanced deposit, account and lending solutions, as well as financial education tools, to help members achieve their financial goals.
Provide transaction approval within authority while assisting staff with transactions.
Assist staff in addressing member friction and error resolutions by offering solutions or products to enhance the member experience.
Provide coaching and development conversations to employees.
Obtain Signature Guarantee Certification.
Potential to obtain Notary certification, as needed.
Support other branch locations as needed by branch leadership.
Provide feedback and support the development of digital training tools to educate peers.
Maintain confidence with employee and organizational concerns, SAFE Credit Union policies and procedures, member financial data and personal information.
Support and complete routine branch audits to enhance overall efficiency and operational soundness.
Act in a supervisory capacity, including but not limited to providing approvals, supporting member escalations, opening, and closing the branch independently including but not limited to before hours and after-hours operational tasks, and representing leadership in various aspects in the branch, meetings, and collaborative environments.
Assist with other duties, as assigned.
Refer to the Service Ambassador role addendum for additional responsibilities that apply when serving as a WTL/ Service Ambassador.