Commercial Services Relationship Specialist

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” A key element of excellent service is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. All employees are responsible for ensuring that outstanding service is delivered to both internal and external members.

The primary function of this role is to support the financial needs of business members. The Commercial Services Relationship Specialist supports the Commercial Services department and the Credit Union by facilitating product and services implementation and support, acting as a liaison with Operations for business digital support, and performing administrative functions.

Community Credit Union of Florida is an equal opportunity employer (EEO) that supports a drug-free workplace.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of corporate mission, core values and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
3. Abides by CCU’s Service Promises when assisting a member or co-worker to ensure a timely response to the individual’s needs. Promotes teamwork, respects opinions, abilities and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.
4. Achieves established individual goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
5. Follows procedures to enroll and support business members using Business Online Digital, Merchant Remote Deposit Capture, ACH, wires, Merchant Services, Payroll and other products and services as assigned. Assists members with initiating request, application process, approval, implementation, and on-going member service.
6. Acts as the liaison between Business and Commercial members, the Commercial, Retail, and Member Services teams. the Operations team, and third-party service providers. Works closely with the Operations Specialist, Online Banking, to ensure prompt and efficient resolution of member requests that are escalated to the Ops team. Takes ownership of issues and develops solutions for the member. Recommends procedural improvements.
7. Responds to Help Desk and member inquiries for implementation and service for business products in a timely and professional manner. Assists with application, implementation, and service remotely or in-person.
8. Identifies opportunities to deepen relationship through introductions to appropriate Lines of Business and partners, including Merchant Services, Payroll, Mortgage, and Consumer Lending.
9. Maintains records and uploads applicable documentation to OnBase. Understands and follows the established procedures and guidelines for proper file documentation. Leverages Credit Union systems such as Synapsis to track applications and service requests through fulfillment and resolution.
10. Produces monthly reports and assists with the production of the Commercial Services Board reporting. Assists with administrative functions to support the Business and Commercial member portfolios, including UCC filings and renewals, insurance, and property tax monitoring.
11. Collaborates to complete annual audits of accounts as required. Respond to inquiries from internal and external auditors and examiners.
12. Tracks all inbound and outbound member activity by leveraging the Credit Union contact management system to track member activity.
13. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
14. Performs other related duties as assigned and works on special projects as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, and drafts. May include driving.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, film equipment, typewriter, computer terminal, personal computer, and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to: create, read, and interpret documents or instruments, perform highly detailed work, assist or guide problem solving, resolve member issues, perform mathematical functions, conduct meetings and presentations, prepare written communication, perform analytical reasoning, withstand stress, handle multiple, concurrent tasks and constant interruptions. Possess excellent member contact and verbal and written communication skills.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate degree or higher from an accredited college or university; or one (1) to three (3) or more years of related experience and/or training; or the equivalent combination of education and experience. Work-related experience may consist of direct involvement in banking or other financial services. Educational experience, through in-house training sessions, formal school, or finance-related curriculum, is required to be applicable to the financial industry.
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.
• Effective organizational and time management skills, with the ability to multitask, the ability to work with minimal supervision, and the inspection of work while performing duties, and being a strong team player.
• Ability to handle somewhat complex problems in nature requiring some analysis or research to determine best solutions using independent judgment, discretion and initiative in the absence of specific directions from management.
• Experience using a Contact Management System (currently Synapsis), project management software (currently Asana) and the Microsoft suite of products to track activity and create presentations. New systems and software may be implemented at any time.
• Intermediate math skills; calculate interest and balance accounts, add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals, locate routine mathematical errors.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage, if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.

Management reserves the right to change this position description at any time according to business needs.