Relationship Specialist I (Bilingual Preferred)

POSITION PURPOSE

The Relationship Specialist I performs a wide range of loan officer and relationship specialist duties with a high degree of accuracy and in accordance with credit union policies and procedures. Serves as a subject matter expert in all credit union products and services. The Relationship Specialist is part of a dedicated team that manages intake of loan applications from various channels, leveraging digital banking and telephone banking to provide member service, and growing member relationships. The Relationship Specialist develops and deepens the product and services portfolio for all members using powerful tools provided by digital and telephone banking technologies. The Relationship Specialist uses data for outbound sales efforts using digital and telephone communications. The Relationship Specialist has a strong understanding of remote banking products and services.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Monitor and assign tasks from loan queues in a prompt and timely fashion, in accordance with service levels for the department.
2. Evaluate members’ current relationship and business objectives to effectively recommend additional products and services based on member needs. Attain high sales performance standards. Actively cross-sells credit union services and participates in a needs-based sales and service environment. Provide information on investment alternatives to members wishing to deposit funds with the credit union.
3. Accept loan applications by phone or through the digital channel and provide follow ups on loan decisions and information necessary to complete the loan process. Work closely with loan processors in Centralized Lending to achieve high loan application closure rates.
4. Handle various transaction requests from members including but not limited to shares to loan payments, share withdrawals, check orders, share certificates, line of credit advances, payroll deduction, direct deposit, credit card and ATM cards. Review new account applications for accuracy and service existing accounts.
5. Recommend and assist members with all digital banking services. Leverage digital banking solutions such as broadcast messaging to bring loan applications to close.
6. Maintain current and comprehensive knowledge on all credit union products and services, and related policies and procedures, rules and regulations for the call center and digital banking channels.
7. Complete outbound dialing or outbound digital outreach requests. Promote credit union products and services with confidence. Help members meet their financial needs and goals.
8. Prevent fraud by reviewing new member information and new application requests for red flags.
9. Meet or exceed departmental goals and objectives as established by the management team.

REQUIRED KNOWLEDGE:  General knowledge of Company policies and procedures. Expert knowledge of Company products and services.

EXPERIENCE REQUIRED: 2+ years of experience in customer service and sales related background required including one of the following: financial services, indirect lending, internet or digital sales.

SKILLS/ABILITIES:

• Bilingual fluency in Spanish strongly preferred
• Must be able to operate a soft phone and headset system PC
• Proficiency in Desktop and Smartphone devices as well as MS Office Suite software Excellent verbal and written communication skills
• Critical thinking/problem solving ability
• Strong attention to detail and organization
• Ability to work independently and as a team player Ability to accurately type 40 words per minute
• Friendly, patient, and calm under pressure