Relationship Specialist, Hilton Branch

DATE: October 11, 2024
STATUS: Full time / Non-Exempt
REPORTS TO: Branch Manager
LOCATION: Hilton Branch
COMPENSATION: The starting hourly wage for this position is expected to be between $23.50 - $24.00 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.
HOURS: 37.5 hours per week
SCHEDULE: Hours may vary based on the following branch hours*: Monday 8:30 - 4:30 / Tuesday 8:30 - 4:30 / Wednesday 9:30 - 4:30 / Thursday 8:30 - 5:30 / Friday 8:30 - 6:30 / Saturday 8:30 - 1:30*
*Must be available to work 2-3 Saturdays per month. Hours may vary based on current or future business needs.
Position Overview
The primary function of the Relationship Specialist is to assist new and existing members with their immediate, short term and long-term financial needs/goals through exceptional service and problem solving. This position regularly combines all aspects of member services, account opening functions, as well as, actively involving other member contact departments (consumer lending, mortgage, investment and retirement services) and support/back-office staff to fulfill member needs. The successful incumbent is flexible enough to greet/welcome incoming members, act as a financial services consultant and perform teller transactions.
Essential Functions

• Deliver extraordinary member service by demonstrating and maintaining exceptional knowledge and expertise of all financial products and services, as well as, providing highly effective resolution of member issues.
• Develop loyal member relationships by identifying and understanding needs, providing sound advice and tailoring the right financial solutions. Create the member experience by providing a positive image and maintaining all member service standards.
• Promote the Credit Union's products and services and deepen relationships by tailoring the best solution for members through appropriate sales activities (member needs assessments, onboarding and follow-ups, outbound calling, etc.).
• Develop and maintain strong partnerships and ongoing referrals to other lines of business (ie: Mortgage, Retirement and Investment Services, Consumer Lending, etc).
• Connect members to the new branch persona, by greeting/welcoming members, facilitating their physical orientation to the branch and guiding them on the usage of technology (teller pod, iPads, mobile applications, website loan applications, etc.).
• Participate in branch sales and promotion programs. Actively participate in branch sales development meetings. Champion the opportunity to cross-sell. Ask for business referrals from satisfied members and attain personal sales goals.
• Responsible for opening new deposit accounts, originating loan applications, processing loan closings, opening certificate accounts and processing renewals in accordance with the Credit Union's and regulatory policies and procedures.
• Assist branch management in all operations matters including, but not limited to, compliance, policies and procedures, balancing, cash ordering, replenishments and maintenance, branch audits, monthly tracking reports and member service issues.
• Promptly research and resolve member questions, problems and complaints by telephone, through written correspondence or face-to-face/in-person.

Other

• Respect and support others by providing training and cross-training to other branch associates as needed.
• Demonstrate initiative, a commitment to continuous learning and the ability to adapt to changing demands and requirements
• Actively learn, demonstrate and foster the Credit Union's Creating Member Loyalty program values and culture.
• Notarize documents when needed.
• Participate in any special projects or other duties, as assigned by management.

Qualifications
Education/Experience: An equivalent combination of the following:

• High School Diploma/Equivalency required.
• Notary designation preferred.
• Minimum two - three years' prior Sr. Teller/MSS experience.
• Completion of Creating Member Loyalty core curriculum and Advanced Product Knowledge.
• Excellent knowledge of the Credit Union's policies and procedures.

Skills

• Outgoing, welcoming, enthusiastic, patient, sales-oriented, reliable, team-oriented and conscientious individual
• Excellent communication (verbal, written and listening) skills
• Professional telephone skills.
• Ability to cross-sell products and services.
• Ability to use ATM, calculator, fax machine, vault, surveillance equipment and money counter. Fluent in the use of tablets, smart technology (i.e.: iPhone/android, etc.), cash recycler technology.
• Must have strong computer skills; including working knowledge of Microsoft Word and Excel, etc.
• Strong attention to detail and excellent organizational skills.
• Strong math and keyboarding skills.

Licensure Requirements

• In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act) and the statute's regulations, applicants must be eligible to register as a Mortgage Loan Originator (MLO). Candidates being considered will be subject to a credit check and fingerprinting.

Working Environment *

• Requires arm, hand, and fingers for use in operating job-related equipment.
• Must be able to walk/stand for extended periods of time.
• Occasional lifting required.

*This list of essential physical functions is not exhaustive and may be supplemented.
EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.
*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.