Job Description

Hourly Range:
Relationship Officer II: $24.00 - $25.00
This opportunity is a mentor level position at our Citrus Heights training branch and will require direct banking experience.
** Must have open availability Monday - Saturday
POSITION PURPOSE
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

• 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.

*In a Training Branch, please refer to the Mentor Certification addendum for potential opportunities to receive this certification.
QUALIFICATIONS
Education/Certification:
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.
Required Knowledge:
Banking experience preferred.
Experience 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.
Skills/Abilities:

• 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
LANGUAGE SKILLS

• 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.

MATHEMATICAL SKILLS AND REASONING ABILITY

• 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• 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.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Skills Required