Job Details

Relationship Officer Positions

Relationship Officer I is responsible for fulfilling members transactional requests and providing consistently great service. Responsible for becoming a professional expert by offering optimal financial solutions to members to help build their financial freedom. Offer member education to improve their financial well-being and convenient self-service options.

Essential functions and basic duties include:

• Create positive internal experiences with staff and collaborate with team members to achieve department and organizational goals.
• Create personalized member experiences and ensure our members needs are met during each interaction.
• Accurately process member transaction requests and respond to member questions and inquiries.
• Proactively address member concerns and complaints, striving to resolve issues in a positive manner.
• Exercise effective cash handling skills and maintain an individual cash drawer.
• Develop knowledge of core products and a wide range of financial solutions to provide personalized recommendations that meet the needs of each member.
• Educate members on self-service and digital solutions at each opportunity, ensuring they understand and utilize the available technology for their financial management.
• Identify opportunities to retain members by proactively offering solutions that address barriers or concerns for their account and/or relationship and recommend additional services where appropriate.
• Educate members and potential members on the benefits of a SAFE membership and identify opportunities to grow membership by actively engaging in conversations that highlight the value of our products, services, and financial solutions.
• Develop sales and referral skills to effectively cross sell products and services based on the members' financial needs and goals.
• Learn key strategies for achieving your branch's sales, service, and operational objectives.
• Actively participate in branch's daily operational activities.
• Participate in the opening and closing of branch offices, including additional before-hours and after-hours operational tasks.
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
• Learn how to assist members with minor account and card maintenance.
• Assist in safe deposit box access.
• Support other branch locations as needed by branch leadership.
• Assist with other duties, as assigned.

Qualifications:

• High school diploma or general education degree (GED); and one-year related experience in customer service and/or cash handling; or equivalent combination of education and experience.
• Ability to problem solve.
• Possess customer service and experience skills.
• Knowledge of various computer software programs.
• Ability to communicate effectively.
• Ability to function in a team environment as a proven team player.

Relationship Officer II is responsible for fulfilling members transactional requests and general account maintenance while providing consistently great service. Serve as a professional expert, offering optimal financial solutions to members to help build their financial freedom. Offer member education to improve their financial well-being and convenient self-service options.

Essential functions and basic duties include:

• Create positive internal experiences with staff and collaborate with team members to achieve department and organizational goals.
• Create personalized member experiences and ensure our members needs are met during each interaction.
• Accurately process member transaction requests and respond to member questions and inquiries.
• Proactively address member concerns and complaints, striving to resolve issues in a positive manner.
• Exercise effective cash handling skills and maintain an individual cash drawer.
• Demonstrate knowledge of core products and a wide range of financial solutions to provide personalized recommendations that meet the needs of each member.
• Educate members on self-service and digital solutions at each opportunity, ensuring they understand and utilize the available technology for their financial management.
• Identify opportunities to retain members by proactively offering solutions that address barriers or concerns for their account and/or relationship and recommend additional services where appropriate.
• Educate members and potential members on the benefits of a SAFE membership and identify opportunities to grow membership by actively engaging in conversations that highlight the value of our products, services, and financial solutions.
• Utilize sales and referral skills to effectively cross sell products and services based on the members' financial needs and goals.
• Develop skills to achieve personal sales, operational and service performance goals.
• Assist in achievement of overall branch sales, service, and operational goals.
• Actively participate in branch's daily operational activities.
• Oversee and execute the opening and closing duties of branch offices, including additional before-hours and after-hours operational tasks.
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
• Support other branch locations as needed by branch leadership.
• Develop skills to establish new account and member relationships.
• Develop relationship building skills uncovering member needs to evaluate and offer best solutions.
• Process loan applications, maintenance and members inquiries regarding Personal loans, and Credit Cards.
• Assist members with minor account maintenance, processing wires, submitting transactional disputes, lobby management and online/mobile banking solutions.
• Assist with safe deposit access and minor box maintenance.
• Provide guidance to member and peers on digital options and ensure effective use of the digital platforms. Serve as a go-to resource for members and peers in navigating and troubleshooting digital tools and functionalities.
• Become Digitally Certified by completing all the required training, demonstrate proficiency in promoting, using, and educating members on digital, self-service options, troubleshooting digital tools, and with the potential opportunity to certify others.
• Assist with other duties, as assigned.

Qualifications:

• High school diploma or general education degree (GED); and three years of related experience in customer service and/or cash handling; or equivalent combination of education and experience.
• Banking experience preferred.
• Ability to problem solve.
• Possess strong customer service and experience skills.
• Knowledge of various computer software programs.
• Ability to communicate effectively.
• Ability to function in a team environment as a proven team player.

Work environment/physical demands summary:

• Excellent communication skills (verbal, written, listening skills, and empathy).
• Expert ability to build relationships with other leaders, business partners, and stakeholders.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
• Ability to apply common-sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.