Relationship Manager
Fortera Credit Union, Nashville, TN, United States
Location
Life Credit Union. Mid‑Town Medical Plaza, 2004 Hayes Street, Suite 120, Nashville, TN 37203.
Training Location Training will be located in Clarksville, TN.
Compensation Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job‑related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.
Position Purpose Responsible for performing a variety of member transactions with an emphasis on loan and new account origination. Conducts consultative member interviews to uncover member needs and recommends appropriate products and services. Generates new business from existing and potential members. Provides exceptional external and internal member service with a smile. Performs teller transactions as needed based on needs of branch.
Essential Functions and Basic Duties
Sales & Service Goals
Attains a minimum of 85 % or higher overall on individual scorecard
Actively cross‑sell and identify credit union products and services that align with member’s financial needs; refer to internal/external partners as necessary
Maintain established minimum score for NPS member transaction surveys
Protect member and credit union assets by meeting and/or exceeding ancillary product penetration goals
Member Service Functions
Presents and explains Credit Union services and products to members and assists in meeting their financial needs; opens/closes accounts, orders checks, completes payroll deduction and authorization forms
Answers questions and solves problems for members by listening, collecting data, securing answers, and reporting results; resolves bookkeeping and account problems; takes stop payment orders
Receives and directs members and telephone calls; records and relays messages; responds to inquiries when possible
Performs file maintenance and account changes as needed
Keeps members informed of available accounts, rates, payroll deduction options, and related services
Maintains the Credit Union’s professional reputation and privacy of member account information
Completes all required compliance training and complies with OFAC, BSA/AML, and USA Patriot Act regulations; utilizes CRM to track leads, referrals, outbound calling, and appointments
Coordination & Collaboration
Assists area personnel as required; keeps supervisor informed of activities and significant concerns
Completes required reports and records accurately and promptly
Adheres to assigned schedule, break periods, regular attendance, and punctuality
Attends and participates in all meetings, trainings, and committees as required
Teller Functions
Represents the Credit Union in a courteous and professional manner
Receives share deposits and loan payments; processes cash advances, travel cards, gift cards, cashier’s checks, money orders, wires, share withdrawals, transfers, and stop payments
Verifies transactions, monitors and documents endorsements, negotiability, and resolves discrepancies promptly
Balances daily transactions and verifies cash totals; investigates, reports, and resolves out‑of‑balance conditions
Additional Duties
Performs drive‑up service, night drop, safe deposit box, and ATM/coin machine functions as assigned
Participates in community and civic events to promote awareness of the Credit Union
Maintains a clean, secure, and well‑maintained work area and equipment
Performs other duties as assigned by management
Performance Measurements
Relationship Manager functions performed efficiently, effectively, and accurately in accordance with policies, standards, and security procedures
Monies are balanced and discrepancies promptly reported and resolved
Cross‑sell all Credit Union products and services, including Payment Protection
Meet or exceed loan, deposit, and referral performance goals assigned by the Credit Union
Provide courteous and prompt resolution of member problems or questions, and maintain good business relations
Maintain good working relationships and coordination with area personnel and management; keep supervisors appropriately informed
Ensure required reports and records are accurate, complete, and timely
Maintain the Credit Union’s professional reputation and convey it effectively
Maintain minimum standards for member service surveys
Maintain minimum established share/draft ratio of 80 %
Build lasting relationships with members
Meet individual sales and service standards
Demonstrate Fortera’s core values satisfactorily
Equity Statement Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy, genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.
Visa sponsorship is not available for this position.
Qualifications Education/Certification
High school graduate or equivalent
Experience Required
Minimum of six months’ experience in retail sales
Knowledge of financial services industry preferred
Consumer lending experience preferred
Knowledge of teller and relationship manager operations and procedures preferred
Required Skills/Abilities
Strong organizational and administrative skills
Excellent interpersonal and communication skills (oral & written)
Accurately assess cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality
Professional appearance, dress, and attitude
Good math skills with excellent attention to detail
Ability to operate PC, related software applications, and standard office equipment
Ability to work independently, as a team, and handle multiple tasks in a fast‑paced environment
Ability to work well under pressure while always promoting a professional image of the Credit Union
Ability to meet deadlines while maintaining an effective and efficient workflow
Ability to meet assigned goals within specified timelines
Ability to work in a cooperative manner with others
Required to work at any Credit Union location that may include extended hours, holidays, or Saturdays
Regular, predictable attendance
Physical Activities and Requirements
Bending downward and forward at the waist; requires full use of lower extremities and back muscles
Extending hand(s) and arm(s) in any direction; includes reaching, pushing, pulling, lifting, and walking an average distance
Use of upper body to press or pull objects; typically requires short-term hand movements and moderate strength (up to 50 lb occasionally)
Occasional repetitive motion with wrists, hands, and/or fingers
Average hearing and visual acuity sufficient to prepare or inspect documents or operate machinery
Working Conditions No hazardous or significantly unpleasant conditions (typical office).
Mental Activities and Requirements
Reasoning ability: apply common sense and critical thinking to carry out detailed instructions and solve problems with few variables
Mathematics ability: perform basic math, use decimals, compute ratios and percent, interpret graphs
Language ability: complex vocabulary, accurate pronunciation and grammar, read at a reasonable rate, comprehend and produce complex sentences
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Training Location Training will be located in Clarksville, TN.
Compensation Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job‑related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.
Position Purpose Responsible for performing a variety of member transactions with an emphasis on loan and new account origination. Conducts consultative member interviews to uncover member needs and recommends appropriate products and services. Generates new business from existing and potential members. Provides exceptional external and internal member service with a smile. Performs teller transactions as needed based on needs of branch.
Essential Functions and Basic Duties
Sales & Service Goals
Attains a minimum of 85 % or higher overall on individual scorecard
Actively cross‑sell and identify credit union products and services that align with member’s financial needs; refer to internal/external partners as necessary
Maintain established minimum score for NPS member transaction surveys
Protect member and credit union assets by meeting and/or exceeding ancillary product penetration goals
Member Service Functions
Presents and explains Credit Union services and products to members and assists in meeting their financial needs; opens/closes accounts, orders checks, completes payroll deduction and authorization forms
Answers questions and solves problems for members by listening, collecting data, securing answers, and reporting results; resolves bookkeeping and account problems; takes stop payment orders
Receives and directs members and telephone calls; records and relays messages; responds to inquiries when possible
Performs file maintenance and account changes as needed
Keeps members informed of available accounts, rates, payroll deduction options, and related services
Maintains the Credit Union’s professional reputation and privacy of member account information
Completes all required compliance training and complies with OFAC, BSA/AML, and USA Patriot Act regulations; utilizes CRM to track leads, referrals, outbound calling, and appointments
Coordination & Collaboration
Assists area personnel as required; keeps supervisor informed of activities and significant concerns
Completes required reports and records accurately and promptly
Adheres to assigned schedule, break periods, regular attendance, and punctuality
Attends and participates in all meetings, trainings, and committees as required
Teller Functions
Represents the Credit Union in a courteous and professional manner
Receives share deposits and loan payments; processes cash advances, travel cards, gift cards, cashier’s checks, money orders, wires, share withdrawals, transfers, and stop payments
Verifies transactions, monitors and documents endorsements, negotiability, and resolves discrepancies promptly
Balances daily transactions and verifies cash totals; investigates, reports, and resolves out‑of‑balance conditions
Additional Duties
Performs drive‑up service, night drop, safe deposit box, and ATM/coin machine functions as assigned
Participates in community and civic events to promote awareness of the Credit Union
Maintains a clean, secure, and well‑maintained work area and equipment
Performs other duties as assigned by management
Performance Measurements
Relationship Manager functions performed efficiently, effectively, and accurately in accordance with policies, standards, and security procedures
Monies are balanced and discrepancies promptly reported and resolved
Cross‑sell all Credit Union products and services, including Payment Protection
Meet or exceed loan, deposit, and referral performance goals assigned by the Credit Union
Provide courteous and prompt resolution of member problems or questions, and maintain good business relations
Maintain good working relationships and coordination with area personnel and management; keep supervisors appropriately informed
Ensure required reports and records are accurate, complete, and timely
Maintain the Credit Union’s professional reputation and convey it effectively
Maintain minimum standards for member service surveys
Maintain minimum established share/draft ratio of 80 %
Build lasting relationships with members
Meet individual sales and service standards
Demonstrate Fortera’s core values satisfactorily
Equity Statement Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy, genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.
Visa sponsorship is not available for this position.
Qualifications Education/Certification
High school graduate or equivalent
Experience Required
Minimum of six months’ experience in retail sales
Knowledge of financial services industry preferred
Consumer lending experience preferred
Knowledge of teller and relationship manager operations and procedures preferred
Required Skills/Abilities
Strong organizational and administrative skills
Excellent interpersonal and communication skills (oral & written)
Accurately assess cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality
Professional appearance, dress, and attitude
Good math skills with excellent attention to detail
Ability to operate PC, related software applications, and standard office equipment
Ability to work independently, as a team, and handle multiple tasks in a fast‑paced environment
Ability to work well under pressure while always promoting a professional image of the Credit Union
Ability to meet deadlines while maintaining an effective and efficient workflow
Ability to meet assigned goals within specified timelines
Ability to work in a cooperative manner with others
Required to work at any Credit Union location that may include extended hours, holidays, or Saturdays
Regular, predictable attendance
Physical Activities and Requirements
Bending downward and forward at the waist; requires full use of lower extremities and back muscles
Extending hand(s) and arm(s) in any direction; includes reaching, pushing, pulling, lifting, and walking an average distance
Use of upper body to press or pull objects; typically requires short-term hand movements and moderate strength (up to 50 lb occasionally)
Occasional repetitive motion with wrists, hands, and/or fingers
Average hearing and visual acuity sufficient to prepare or inspect documents or operate machinery
Working Conditions No hazardous or significantly unpleasant conditions (typical office).
Mental Activities and Requirements
Reasoning ability: apply common sense and critical thinking to carry out detailed instructions and solve problems with few variables
Mathematics ability: perform basic math, use decimals, compute ratios and percent, interpret graphs
Language ability: complex vocabulary, accurate pronunciation and grammar, read at a reasonable rate, comprehend and produce complex sentences
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