Relationship Specialist

Description

Under general supervision, but in accordance with established policies and procedures, the Relationship Specialist is responsible for driving member engagement, retention, and growth through proactive and targeted outreach. This role focuses on managing the credit union’s member retention efforts, supporting credit builder program accounts, and executing outbound communication initiatives to deepen member relationships and expand product usage. This position plays a critical role in strengthening member loyalty while contributing to overall production goals. The Relationship Specialist will also support branch operations as needed to maintain a consistent and positive member experience.

This is a full-time position (Monday thru Friday), with the ideal candidate having the flexibility to work frequent evening or weekend events to serve existing relationships, and consistently upholding the mission, vision, and core values of the credit union; possessing the ability to cope in a team-focused, fast-paced sales and service culture. 

DUTIES AND RESPONSIBILITIES: 

• Build membership and Member retention through direct engagement; performing follow-up with prospective Members and deepening existing Member relationships through direct outreach (phone, email, and other channels) for targeted campaigns, and cross-selling new account and loan products 
• Maintain and service standing employer group relationships, promoting credit union membership at new hire orientations or other events and soliciting new accounts
• Process new account and product applications generated from engagement activities, including share and checking accounts, share certificates, IRAs, etc., and processing loan products such as personal loans and credit cards, including completing verifications of income, employment, assets, down payments, debts, and property values; and ensuring that all applications are complete, including preparation and issuance of required disclosures, etc.
• Support the onboarding, servicing, and ongoing management of credit builder program accounts 
• Track and report on outreach efforts, campaign performance, and program results 
• Meet or exceed established production goals related to accounts, loans, and member engagement 
• Maintain accurate records and ensure compliance with all credit union policies and procedures 
• Support branch operations by serving as a Member Service Representative during staffing gaps, absences, or peak periods 
• Collaborate with internal teams to support organizational initiatives and member experience improvements 
• Perform other duties as assigned 

Requirements

• Minimum 3 years of prior loan servicing or support experience in a financial institution required
• Demonstrated experience with account servicing required, with previous credit training preferred
• Demonstrated experience working in a goal- or production-driven environment required
• Demonstrated knowledge of credit union lending policies and procedures
• Must be 18 years of age or older
• High School Diploma or equivalent (GED) required
• Valid driver’s license and a clean driving record
• Requires basic knowledge of Microsoft Word, Excel and PowerPoint