Relationship Specialist

Job Overview

The Bilingual Relationship Specialist I is a key relationship building position focused on providing member experiences across in-person and telephone interactions. The role involves understanding member needs, promoting VyStar’s financial solutions, and ensuring compliance with internal policies.

• Use each member interaction both on the phone and in-person to provide exceptional member experiences from greeting and welcoming, strengthening and enhancing member relationships through quality conversations and cross-selling credit union solutions effectively.
• Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying member needs.
• Understand and position consumer and business deposit, credit, insurance, and investment solutions appropriately.
• Handle personal and business account transactions, open accounts, and process various types of loan applications.
• Explain basics of credit and savings options and effectively refer more complex business products, mortgage solutions, investment options, and insurance.
• Provide additional services to members such as account maintenance, notary, wire transfer, savings bond redemption, safe deposit box services, fraud claims, and credit card disputes.
• Support and participate in all Credit Union initiatives and campaigns.
• Exercise sound judgment and discretion while remaining compliant with well‑defined limits and guidelines.
• Work with relative independence to accomplish tasks.
• Exhibit a high degree of integrity, trustworthiness, and professionalism always.
• Exude a positive and professional attitude with members and partners consistently.
• Resolve member problems independently, seeking to find ways to a “yes” whenever possible, and escalating more complex concerns.
• Embrace VyStar’s Standards of Excellence, Behaviors of Excellence, Being Unbelievable, and the Great 8 Member Service Commitments.
• Actively lead by example through community service supporting the VyStar brand.
• Utilize excellent verbal and written communication skills.
• Utilize all available relationship‑building and documentation tools to ensure comprehensive follow‑up with members, fostering continued growth in member relationships through proactive engagement and personalized service.
• Engage proactively with members through outbound calls to understand needs and provide comprehensive solutions related to VyStar Credit Union’s products and services, resulting in booked sales.
• Address and overcome objections effectively while educating members about the wide array of offerings available.
• Perform other duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work; the Risk team serves as the second line of defense by providing risk oversight and credible challenge, while the Audit team serves as the third line of defense by providing risk assurance.

• High School Diploma or GED required.
• Associate’s degree preferred.

• Previous experience in a sales and/or customer service position, community service, military service, or a role involving asking questions, offering recommendations, and making referrals is preferred, preferably with a financial institution.
• Bilingual in Spanish and English preferred.

• Ability to process accurate transactions and requests.
• Excellent listening, verbal, and written communication skills.
• Proficiency in the use of the Internet and Microsoft Office.
• Outgoing personality and strong desire to help people.
• Professional in appearance and attitude.
• Can handle many tasks in a fast‑paced environment.
• Strong critical thinking and decision‑making abilities.
• Strong communication skills and a genuine passion for sales are essential for success in this role.
• May stand throughout entire shift to assist members or other staff.

• Focus:
  Focus your full attention by carefully listening to and observing your client or member.
• Connect:
  Consistently be friendly and approachable. Demonstrate you care.
• Understand:
  Listen empathetically and ask questions. (70%/30%)
• Counsel:
  Recommend solutions based on your client’s or member’s needs and objectives.
• Advance:
  Ensure that member's expectations were exceeded. Verify necessary follow‑up action.