Relationship Specialist (Full-Time) - Virtual Branch

STATUS: Full time / Non-Exempt          

REPORTS TO: Manager, Virtual Branch

LOCATION: Corporate Office  

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:  The virtual branch hours are 8:30am-6:00pm Monday through Friday and Saturdays 8:30am-1:00pm; shifts are broken up by 8:30am-5:00pm and 9:30am-6:00pm.   Work from home capabilities will be assessed at the 6 month mark.

Position Overview

The primary function of the Relationship Specialist – Virtual Branch is to assist new and existing members with their immediate, short-term and long-term financial needs/goals through exceptional service and problem solving through a virtual/digital medium.  This position regularly combines all aspects of member services, including but not limited to account opening, loan applications, assisting members with mortgage inquiries, referring members to retirement and investment services, and supporting back-office staff to fulfill member needs. Cash handling is not applicable.   The successful candidate is flexible enough to welcome members and make them feel comfortable in a digital setting, while using Creating Member Loyalty (CML) and member engagement strategies. This representative will also act as a financial services consultant and perform transactions using computer technology, banking software and other digital services. Upholds and performs all responsibilities in accordance with The Summit’s Values.

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.  Focus on deepening relationships by tailoring the best solution for members through appropriate sales activities (member needs assessments, onboarding and follow-ups, outbound calling, etc.). 
• Develop a comfort in video-based interactions with members and in troubleshooting issues with member’s devices in collaboration with credit union technology. This may include navigating a member’s personal computer, mobile device, and/or tablet for Windows, Apple, and/or Android based operating systems.   
• Responsible for maintaining a thorough understanding of all personal online banking products and services including, but not limited to, personal online and mobile banking, e-statements, bill pay, Person 2 Person Payments, internal & external account transfers, eSignature services, online/mobile loan applications platforms, credit monitoring services, and VISA online/mobile services.
• Responsible for opening new deposit accounts, originating loan applications, processing loan closings, opening certificate accounts, electronic account funding/proceeds distribution, and processing renewals in accordance with the Credit Union’s and regulatory policies and procedures. 
• 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. 
• Ability to navigate and execute tasks within member technology administrative platforms (i.e. Online Admin, eSignature Admin, Core Platform, Card Services, and Loans Portal), to provide members within the moment service related to a digital environment. 
• Actively learn, demonstrate, and foster the Credit Union’s Creating Member Loyalty program values and culture.
• Connect members to the new branch persona, by greeting/welcoming members, guiding them on the usage of technology (mobile applications, website loan applications, etc.).

Other

• Demonstrate initiative, a commitment to continuous learning and the ability to adapt to changing demands and requirements.
• 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.
• Experience: 
  1. Prior MSS experience preferred
  2. Strong knowledge of all credit union technology, e – products and services; Ability to explain how to use these to members
  3. Completion of Creating Member Loyalty core curriculum and Advanced Member Service Training
  4. Excellent knowledge of the Credit Union’s policies and procedures.

 Skills 

• Outgoing, welcoming, enthusiastic, patient, sales-oriented, reliable, team-oriented and conscientious individual 
• Ability and desire to host professional video-based interactions.  
• Professional telephone and in-person meeting skills.
• Excellent communication (nonverbal, verbal, written and listening) skills.
• Ability to cross-sell products and services.
• Fluent in the use of tablets, smart technology (i.e., iPhone/android, etc.), and other technology as required. Ability to use ATM, calculator, and fax machine.
• Must have strong computer skills, including working knowledge of Zoom and Microsoft Word, Excel, etc. 
• Strong attention to detail and excellent organizational skills.
• Strong math and keyboarding skills.

Abilities

• Lifting (5-10 pounds)
• Standing/Sitting extended periods of time
• Typing / Data Entry
• Extended periods of time working in front of computer monitor 

Technical & Systems/Equipment Proficiencies

• Teams
• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Office equipment, such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
• Intranet/Internet
• Web-based vendor systems
• Banking Software

Working Environment 

• Professional Office Environment
• Overhead Lighting
• Computers

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.

Employment Expectation

Perform all responsibilities in a manner that serves The Summit’s Mission “We’re here to improve our members’ lives” and upholds the credit union’s values of Respect, High Standards, Inspire, Integrity, and Care.

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.

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.

*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.