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Relationship Managers employ their expertise in sales and relationship management to attract, retain, and cultivate enduring and loyal partnerships with members of Empeople Credit Union.

Relationship Managers are responsible for providing members with efficient, seamless experiences that meet high standards of service. Key responsibilities include lending, resolving member issues, and providing ongoing financial guidance. By enhancing brand visibility and progressing member engagement across our suite of financial services (e.g., loan and share products, ancillary products, mortgage products, and investment relationships), Relationship Managers contribute to the credit union's revenue growth and long-term sustainability.

Relationship Managers operate across various professional settings. While assigned to a specific facility, they focus on developing connections with influential stakeholders and enhancing member engagement metrics within their designated area. In more flexible environments, Relationship Managers may also provide support at in-facility locations as required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

• Empeople products and services including remote banking tools.
• Consumer financial health needs.

Ability To:

• Manage multiple responsibilities and adapt to changing priorities
• Engage in roleplay scenarios and apply coaching/feedback
• Apply mathematical concepts and analytical reasoning
• Network and present to small and large groups
• Operate sales and service software, including CRM systems
• Explain the Empeople value proposition

• Member Portfolio Growth: Increase new member enrollments and achieve portfolio growth in loans, deposits, and share-of-wallet.
• Member Satisfaction: Maintain member satisfaction scores in the 75th percentile or higher of industry standards, measured by transaction surveys.
• Financial Empowerment: Provide ongoing financial guidance, support, and tailored solutions to help members overcome financial challenges and plan for the future. This includes onboarding and reboarding experiences for new and existing members.
• Sales Performance: Meet assigned sales targets, including:
  • Active checking account growth
  • Services per household
  • Product penetration and cross-sales
  • Loan and deposit unit and volume goals
• Revenue Generation: Conduct targeted call campaigns, fulfill lending requests, and lead members through our suite of services while improving their financial situations.
• Networking: Engage internal and external business partners to develop a word-of-mouth referral network and leverage social media to expand sphere of influence.
• Presentations: Deliver effective presentations to groups of members, prospects, and key contacts, both in person and virtually.
• Problem Solving: Utilize problem-centric discovery techniques to identify member needs and act in their best interest. Own and resolve member issues with low-effort, high-impact solutions.
• Office Management: As assigned, fulfill branch or office responsibilities, including asset management, record retention, cash management, inventory, daily reconciliations, and office security.
• Compliance: Adhere to all applicable laws, regulations, policies, and procedures (e.g., Regulation CC, Bank Secrecy Act, OFAC, USA Patriot Act, CIP).
• Professionalism: Maintain a professional workspace and appearance, prepared for face-to-face interactions during business hours.
• Key Relationships: Cultivate and nurture relationships with key contacts in assigned facilities and geographic areas.
• Continuous Improvement: Identify and recommend opportunities to improve employee and member experiences.

Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities, required to perform the job is acceptable.  A typical way to obtain the knowledge and abilities would be:

Education/Experience:

• Bachelor’s degree (B.A.) from four-year college or university preferred or seven years of applicable and verifiable experience offering financial guidance and relationship building.
• Proficiency with Office 365 software

License or Certification:

• Bondable
• Acceptable Credit History
• Meet Safe Act Requirements for NMLS