Relationship Specialist (Full-Time) - Virtual Branch

Summit Federal Credit Union•Rochester, NY

7d•$24 - $24

About The Position

The Relationship Specialist – Virtual Branch assists new and existing members with immediate, short-term, and long-term financial needs and goals through exceptional service and problem solving in a virtual or digital setting. The role combines member services such as opening accounts, handling loan applications and closings, assisting with mortgage inquiries, referring members to retirement and investment services, and supporting back-office staff. Cash handling is not applicable. The specialist welcomes members in a digital setting, uses Creating Member Loyalty (CML) and member engagement strategies, and performs financial transactions using computer technology, banking software, and digital services. The role upholds The Summit’s values and serves its mission to improve members’ lives. The position is full-time and non-exempt, with 37.5 hours per week. Virtual Branch hours are Monday through Friday, 8:30 a.m.–6:00 p.m., and Saturday, 8:30 a.m.–1:00 p.m. Shifts are scheduled as either 8:30 a.m.–5:00 p.m. or 9:30 a.m.–6:00 p.m. The listed location is the corporate office; work-from-home capabilities will be assessed at the six-month mark. Starting pay is expected to be $23.50–$24.00 per hour, with the actual rate determined by experience and other job-related factors, consistent with applicable law. Applicants must have a high school diploma or equivalent and be eligible to register as a Mortgage Loan Originator under the S.A.F.E. Act. Candidates under consideration are subject to a credit check and fingerprinting. The role requires strong knowledge of credit union technology, e-products, and services, and the ability to explain their use to members. Prior MSS experience is preferred. Employees must comply with applicable requirements, including BSA, AML, information security, and privacy policies, and complete required annual training.

Requirements

High school diploma or equivalency required.
Eligible to register as a Mortgage Loan Originator (MLO) under the S.A.F.E. Act; candidates being considered are subject to a credit check and fingerprinting.
Strong knowledge of credit union technology, electronic products, and services, with the ability to explain their use to members.
Completion of Creating Member Loyalty core curriculum and Advanced Member Service Training.
Excellent knowledge of the Credit Union’s policies and procedures.
Outgoing, welcoming, enthusiastic, patient, sales-oriented, reliable, team-oriented, and conscientious.
Ability and desire to host professional video-based interactions.
Professional telephone and in-person meeting skills.
Excellent nonverbal, verbal, written, and listening communication skills.
Ability to cross-sell products and services.
Fluent use of tablets, smart technology such as iPhone and Android devices, and other required technology; ability to use an ATM, calculator, and fax machine.
Strong computer skills, including working knowledge of Zoom and Microsoft Word and Excel.
Strong attention to detail and excellent organizational skills.
Strong math and keyboarding skills.
Ability to lift 5–10 pounds, stand or sit for extended periods, type and perform data entry, and work for extended periods in front of a computer monitor.
Ability to comply with applicable federal regulations and the Credit Union’s BSA, AML, information security, and privacy policies and procedures.

Nice To Haves

Prior MSS experience.

Responsibilities

Deliver extraordinary member service through knowledge of financial products and services and effective resolution of member issues.
Deepen member relationships by tailoring solutions through needs assessments, onboarding, follow-ups, outbound calling, and other appropriate sales activities.
Conduct video-based member interactions and help troubleshoot member device issues in collaboration with credit union technology, including use of Windows, Apple, and Android computers, mobile devices, and tablets.
Maintain thorough knowledge of personal online and mobile banking, e-statements, bill pay, Person 2 Person Payments, internal and external transfers, eSignature services, online and mobile loan application platforms, credit monitoring, and VISA online and mobile services.
Open deposit and certificate accounts, originate loan applications, process loan closings, handle electronic account funding and proceeds distribution, and process renewals in accordance with credit union and regulatory policies and procedures.
Identify and understand member needs, provide sound advice, and tailor suitable financial solutions while maintaining member service standards and a positive image.
Use member technology administrative platforms, including Online Admin, eSignature Admin, Core Platform, Card Services, and Loans Portal, to provide timely digital-service support.
Learn, demonstrate, and foster the Credit Union’s Creating Member Loyalty program values and culture.
Welcome members to the virtual branch and guide them in using technology, including mobile applications and website loan applications.
Demonstrate initiative, continuous learning, and adaptability to changing demands and requirements.
Participate in special projects and perform other duties as assigned by management.
Complete annual BSA, AML, information security, privacy, and other job-related training within established deadlines.