Relationship Support Associate (Jacksonville Market)

VyStar Credit Union•Jacksonville, FL

2d•Onsite

About The Position

Relationship Support Associates (RSA) are a part of the VyStar Signature Banking Program responsible for delivering concierge-level service experiences to members maintaining program minimums. RSAs serve as the primary support partner 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 an extension of the Relationship Manager, the RSA coordinates internal resources across departments to deliver timely, seamless solutions that exceed member expectations. This role requires an enterprising style that combines service excellence, transaction accuracy and timeliness, and a proactive relationship approach. RSAs must also demonstrate strong organizational skills combined with a service-oriented mindset to create positive member interactions that strengthen loyalty to the institution. The RSA contributes to revenue retention by identifying member needs, facilitating smooth service delivery, and escalating opportunities that deepen relationships and expand engagement. This position is critical to reinforcing the credit union’s market position as the 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
Valid driver’s license and ability to travel as needed
Minimum 2-3 years of experience in banking operations, customer service, or financial services.
Demonstrated experience influencing business partners and navigating successfully within the organization.
Thorough understanding of banking operations, products, and services
Advanced understanding of investment and credit solutions
Understanding of sales and service processes with members, including tele-consulting and problem resolution
Outstanding service skills with commitment to exceeding member expectations
Excellent written and verbal communication skills with professional demeanor
High attention to detail and accuracy in transaction processing and documentation
Tremendous time management skills to meet deadlines and service level agreements
Proficiency in problem-solving and ability to exercise sound judgment
Ability to handle confidential information with discretion and maintain member privacy
Cultural competency and ability to serve diverse populations
Ability to work collaboratively as part of a team while also functioning independently
Manages risk effectively to meet member needs while also protecting credit union assets and reputation
Understanding of banking regulations including BSA/AML, KYC, and privacy requirements
Ongoing commitment to personal growth and development
Proficiency with banking platforms, and CRM systems.
Working knowledge of PCs (Windows and Office Products including Word, Excel, etc.)
Working knowledge of digital technology (mobile, apps, web-based browsing)

Nice To Haves

Bachelor’s degree preferred
SIE (Securities Industry Essentials) preferred.
Prior experience in a priority banking environment preferred.

Responsibilities

Process daily banking transactions and account requests for priority members maintaining program minimums
Complete wire transfers, stop payments, and other specialized transactions following established protocols
Respond to routine member inquiries via phone, email, and secure messaging platforms in a timely and professional manner
Resolve complex member issues and service escalations in a timely and professional manner
Develop and maintain an in-depth knowledge of VyStar products and services, as well as knowledge of competitive products and services
Maintain accurate member records and documentation in compliance with regulatory requirements and credit union policies
Assist with account and loan fulfillment, confirming complete and accurate documentation
Monitor service requests and follow-up on pending items to ensure timely resolution and seamless processing
Coordinate with internal departments including operations, compliance, fraud, and technology to resolve member issues
Support Relationship Managers with research, data analysis, and preparation of member documents as requested
Schedule and coordinate member meetings, partner reviews, and appointments for Relationship Managers
Handle sensitive and confidential member information with appropriate discretion and security measures
Participate in team meetings and contribute ideas for improving member service delivery and increasing sales opportunities through cross-selling opportunities and referrals
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 or member needs and objectives.
Advance Ensure that member expectations were exceeded. Verify necessary follow-up action.