Relationship Specialist Virtual Branch

Administrative Support Workers Corporate, Rochester, NY, US

Salary Range: $23.50 To $24.00 Hourly

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.

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.

• 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…