Senior Relationship Specialist

VyStar Credit Union•Bartram Park, FL

About The Position

The Senior Relationship Specialist delivers member experiences in person and by phone, builds consumer and business relationships, identifies member needs, and recommends appropriate VyStar financial solutions. The role requires knowledge of consumer and business deposit, credit, insurance, and investment offerings, as well as the ability to complete transactions, open accounts, process loan applications, and refer members to more complex products and services. The specialist demonstrates strong proficiency in job functions, models effective practices for newer employees, resolves member concerns, and supports branch initiatives. In partnership with branch leadership, the role may lead meetings, train and mentor employees, and manage branch responsibilities—including urgent situations—in the absence of the Assistant Branch Manager and Branch Vice President. Employees are also expected to identify and report risks and comply with regulatory requirements.

Requirements

High school diploma or GED.
2–3 years of experience in sales and/or customer service, community service, or military service, including asking questions, offering recommendations, and making referrals.
Proven track record of top performance.
Demonstrated sales and/or sales leadership ability.
Strong verbal and written communication skills.
Proficiency using the Internet and Microsoft Office.
Outgoing personality and a strong desire to help people.
Ability to ask probing questions and make recommendations.
Critical thinking skills to resolve escalated issues and de-escalate concerns.
Ability to work toward expert user status on credit union systems, applications, products, and services.
Ability to partner across business lines to make referrals.
Ability to stand throughout an entire shift when assisting members or staff.
May exert up to 50 pounds of force occasionally and a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects.

Nice To Haves

Associate’s degree.
Experience in sales and/or customer service at a financial institution.
Previous leadership experience.

Responsibilities

Provide positive member experiences in person and by phone, greeting members, strengthening relationships, and effectively cross-selling credit union solutions.
Identify member cues, ask open-ended discovery questions, determine member needs, and grow consumer and business relationships.
Explain and position consumer and business deposit, credit, insurance, and investment solutions.
Complete personal and business account transactions, open accounts, and process loan applications.
Explain credit and savings options and refer members to appropriate business, mortgage, investment, and insurance specialists.
Provide account maintenance, notary, wire transfer, savings bond redemption, safe deposit box, fraud claim, and credit card dispute services.
Participate in, support, and lead credit union initiatives and campaigns.
Exercise sound judgment and discretion, work independently, and comply with established limits, guidelines, and regulatory requirements.
Resolve member problems and handle escalated concerns, including de-escalating member and employee issues as appropriate.
Represent VyStar’s service standards and behaviors, and support the brand through community service.
Manage opening and closing procedures as needed.
Train, mentor, and coach newer Relationship Specialists.
Promote and lead branch initiatives and proactively identify ways to improve employee and member experiences.
Partner with the Assistant Branch Manager and Branch Vice President to conduct team huddles and weekly sales meetings.
Manage branch operations and handle escalated, urgent, and emergency situations in the absence of the Assistant Branch Manager and Branch Vice President.
Use relationship-building and documentation tools to follow up with members and support relationship growth through proactive, personalized service.
Make outbound calls to understand member needs, provide solutions related to VyStar products and services, and book sales.
Address objections and educate members about available products and services.
Identify, assess, manage, and report risks within the employee’s area of work.
Perform other duties as assigned.