Madera Branch - Relationship Manager

TITLE: RELATIONSHIP MANAGER

STATUS: NON-EXEMPT

REPORT TO: BRANCH MANAGER

DEPARTMENT: BRANCH CHANNEL DELIVERY

JOB CODE: 11910

PAY RANGE: $21.74 - $27.00 HOURLY 

GENERAL DESCRIPTION:

Relationship Manager is an engaged, goal-oriented, and proactive individual who has a passion for building trust and deepening relationship with members. Be a dedicated relationship platform person to assessing and attending to members’ financial needs, educating members on available deposit and loan products and services, and recommending solutions based on each members’ unique goals and needs. Develop collaborative partnership with specialists within the organization to refer members to right experts when needed. Provide members highest level of service available in efficient and courteous manner.

TASKS, DUTIES, FUNCTIONS:

1. Proactively identifies opportunities to help members relative to Golden 1 product or services offerings by completing needs-based assessment to fit the unique needs of each member.
2. Generate new membership and acquire new assets, both from existing member base and new member acquisitions.
3. Lead proactive outreach calling initiatives to be able to articulate how Golden 1 products and services can address members financial needs and priorities.
4. Be a main dedicated platform support for appointment services and walk-in requests to provide exceptional member experience.
5. Partner with internal specialists in Home Loans, Business Services, and Investment Services to provide interdisciplinary expertise to members when needed and submit referrals via Service Hub.
6. Provide MSS IIs and IIIs with coaching and guidance on products and special promotions, how to identify members needs while doing transactions, and providing appropriate referrals.
7. Process consumer loan applications and completes the fulfillment of loan when appropriate.
8. Opens deposit and specialty accounts (e.g., Roth IRA) and identifies members’ financial service needs to ensure members are provided with meaningful financial solutions.
9. Notarizes member documents (certification of trust, etc.)
10. Collect medallion stamp request information and sends to MSS IV or above for approval.
11. Maintain through understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
12. May be required to take the lead for open and closing responsibilities in the absence of MSS IV and above.
13. Activates alarm.
14. Ensures confidentiality of all member and credit union information.
15. Develops coaching and leadership skills by observation and training courses.
16. Offer members advice and guidance on available digital and self-serve channels with goal of making managing accounts easy, simple, and fast.

COMMUNICATION & INTERACTIONS:

1. Interacts professionally with members.
2. Communicates in a professional manner (proper grammar, punctuation and tone) in both written and verbal communication.
3. Effective listener. Communicates with empathy. 
4. Associates member needs based on conversation to G1 products and services.
5. Overcomes basic objection or resistance through conversation. 
6. Works as part of a team.
7. Accepts constructive feedback positively and utilize it to help personal and professional development.
8. Ability to have a consultative dialogue by asking effective questions and connecting to answer to solutions offered by G1. 
9. Communicates the ""why"", not just the ""how"" or ""what". 
10. Overcomes member objections and resistance with a calming and reassuring presence.
11. Demonstrates polished presentation skills, e.g.: Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience.
12. Demonstrates networking skills, e.g.: Asks effective questions and processes answers; speaks with sincerity; uses positive language; makes friends—not contacts; follows-up on networking conversations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Prolonged standing throughout the workday. A teller stool is provided as may be needed.
2. Ability to lift up to thirty pounds.
3. Ability to frequently move about the branch to accomplish tasks.
4. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
5. Corrected vision in the normal range.
6. Possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including an adding machine and typewriter, if needed.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL:Participates in team meetings. Frequent routine and complex verbal and written communication with the following departments: Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training, Loan Processing and Underwriting.  Internal conversations are more research focused (e.g., fraud avoidance and account research)
2. EXTERNAL:Frequent transaction related interactions and consultative conversations with members.  Follows-up and initiates conversation with potential members identified at marketing and table events. May be required to sign-in outside vendors and visitors as needed.

QUALIFICATIONS:

1. EDUCATION:High School or GED required. Bachelor’s degree preferred.
2. EXPERIENCE:Minimum Three plus year of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus and two years as a Member Service Specialist II or teller role at Golden 1 or another financial institution preferred.
3. KNOWLEDGE/SKILLS: 
   1. Functional: Excellent oral and written communication skills. Advanced knowledge in the following areas:  Federal Rules and Regulations as applied to credit unions, G1 products (consultative), deposit fulfillment (with Subshares) and Fulfillment, Deposit Services, Lending Services, employee handbook, Knowledge Base (G1 policies and procedures), cash handling, teamwork, and customer service.
   2. Technical: Basic knowledge in the following systems/applications:  Microsoft Office (Word, Excel, Outlook and PowerPoint), eFunds, Bridger, Card @ Once, EnAct (referrals, uncovering opportunities and reviewing balances), ECM, Springboard, DSUI / TNav, Wire Exchange, SBO, HRIS (ADP), Concur, Relationship Manager.
   3. Proficient adding profiles and updating tasks, activities and notes in EnAct.  Proficient in Maestro and LPQ.

PHYSICAL REQUIREMENTS:

1. Prolonged standing throughout the workday. A teller stool is provided as may be needed.
2. Ability to lift up to thirty pounds.
3. Ability to frequently move about the branch to accomplish tasks.
4. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
5. Corrected vision in the normal range. Possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including an adding machine and typewriter, if needed.

LICENSES / CERTIFICATIONS:

Certified Notary Public, if required for specific branch.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.