Relationship Support Associate (Jacksonville Market)

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Relationship Support Associate (Jacksonville Market)

ACCOUNTABILITY STATEMENT
Relationship Support Associates (RSA) are a part of the VyStar Signature Banking Program responsible for delivering concierge-level service experiences to members maintaining program minimums. RSAs serve as the primary support partner for credit union members and businesses in the communities we serve. They provide access to customized products and expert guidance at every stage of a member’s financial journey, empowering them to grow, thrive, and rely on VyStar as their lifelong financial partner. As an extension of the Relationship Manager, the RSA coordinates internal resources across departments to deliver timely, seamless solutions that exceed member expectations. This role requires an enterprising style that combines service excellence, transaction accuracy and timeliness, and a proactive relationship approach. RSAs must also demonstrate strong organizational skills combined with a service-oriented mindset to create positive member interactions that strengthen loyalty to the institution. The RSA contributes to revenue retention by identifying member needs, facilitating smooth service delivery, and escalating opportunities that deepen relationships and expand engagement. This position is critical to reinforcing the credit union’s market position as the premier provider of relationship-focused priority banking services.

ESSENTIAL RESPONSIBILITIES

• Process daily banking transactions and account requests for priority members maintaining program minimums

• Complete wire transfers, stop payments, and other specialized transactions following established protocols

• Respond to routine member inquiries via phone, email, and secure messaging platforms in a timely and professional manner

• Resolve complex member issues and service escalations in a timely and professional manner

• Develop and maintain an in-depth knowledge of VyStar products and services, as well as knowledge of competitive products and services

• Maintain accurate member records and documentation in compliance with regulatory requirements and credit union policies

• Assist with account and loan fulfillment, confirming complete and accurate documentation

• Monitor service requests and follow-up on pending items to ensure timely resolution and seamless processing

• Coordinate with internal departments including operations, compliance, fraud, and technology to resolve member issues

• Support Relationship Managers with research, data analysis, and preparation of member documents as requested

• Schedule and coordinate member meetings, partner reviews, and appointments for Relationship Managers

• Handle sensitive and confidential member information with appropriate discretion and security measures

• Participate in team meetings and contribute ideas for improving member service delivery and increasing sales opportunities through cross-selling opportunities and referrals

• Embody a strong member experience culture, being present with every member and teammate and realizing the impact we can have on their day, personally, professionally, and financially

• Develop strong partnerships with branch teammates and line of business partners

• Ensure compliance with operational, risk, security and audit procedures and policies including appropriate documentation of member interactions

• Perform other duties and responsibilities as assigned.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus               Focus your full attention by carefully listening to and observing your client or member.

• Connect          Consistently be friendly and approachable.  Demonstrate you care.

• Understand    Listen empathetically and ask questions. (70%/30%)

• Counsel           Recommend solutions based on your client or member needs and objectives.

• Advance         Ensure that member expectations were exceeded. Verify necessary follow-up action.

JOB QUALIFICATIONS

EDUCATION

• High School Diploma or GED is required.

• Bachelor’s degree preferred

CERTIFICATIONS

• NMLS is required or ability to obtain within twelve months of start date*

• Notary is required or ability to obtain within twelve months of start date*

• SIE (Securities Industry Essentials) preferred.

• Valid driver’s license and ability to travel as needed

*Not obtaining required NMLS or Notary within 12 months could lead to termination or transfer.

EXPERIENCE

• Minimum 2-3 years of experience in banking operations, customer service, or financial services.

• Prior experience in a priority banking environment preferred.

• Demonstrated experience influencing business partners and navigating successfully within the organization.

KNOWLEDGE, SKILLS & ABILITIES

• Thorough understanding of banking operations, products, and services

• Advanced understanding of investment and credit solutions

• Understanding of sales and service processes with members, including tele-consulting and problem resolution

• Outstanding service skills with commitment to exceeding member expectations

• Excellent written and verbal communication skills with professional demeanor

• High attention to detail and accuracy in transaction processing and documentation

• Tremendous time management skills to meet deadlines and service level agreements

• Proficiency in problem-solving and ability to exercise sound judgment

• Ability to handle confidential information with discretion and maintain member privacy

• Cultural competency and ability to serve diverse populations

• Ability to work collaboratively as part of a team while also functioning independently

• Manages risk effectively to meet member needs while also protecting credit union assets and reputation

• Understanding of banking regulations including BSA/AML, KYC, and privacy requirements

• Ongoing commitment to personal growth and development

• Proficiency with banking platforms, and CRM systems.

• Working knowledge of PCs (Windows and Office Products including Word, Excel, etc.)

• Working knowledge of digital technology (mobile, apps, web-based browsing)

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment.  The position description is intended to be an accurate account of the essential functions.  The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources