Relationship Advisor Full-Time (Contact Center) Lake Mary

Relationship Advisor Full-Time (Contact Center) Lake Mary
Job Category:

Contact Center

Requisition Number:

RELAT001332

Posted: May 20, 2026 • Full-Time • On-site

Locations
Lake Mary, FL 32746, USA

Description
We are Addition Financial , a member‑owned, not‑for‑profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals.

SUMMARY:

We are the Contact Center

We are a high‑volume member service group. Our goal is to make it easier to do business with Addition Financial as we provide world‑class member service, one‑call resolutions, and product pairing based on each member’s individual needs. It is the responsibility of each member of our team to meet these goals as we strive to enhance the Addition Financial brand.

Ours is a culture of empowerment. We believe a highly trained employee is a confident, proficient, and assertive employee. We strive to create a culture of empowerment by giving our staff the freedom to make decisions on the member’s behalf to bring resolution to issues, provide service recovery, and ensure each member has the best experience possible.

We work in an environment of open communication, shared ideas, and continual improvement in an effort to grow our company and strengthen the member relationship.

Expectations

Adhere to the policies and procedures of Addition Financial, the Contact Center, and their individual team.

Do their best work at all times giving their full attention and best effort in all areas of their performance.

Be at work on time according to their scheduled shifts.

Ask questions, try new things, fail and learn from mistakes, do big things.

Share ideas and best practices that will help shape and support our goal of world‑class service.

Responsibilities

Communicate with members and colleagues via telephone to discuss financial needs, providing basic information including account balances, histories, rates, hours of operation, products and services.

Perform additional account maintenance such as adding or removing a joint, closing account requests, IRA/HSA servicing, legal title changes.

Perform monetary and non‑monetary transactions including transfers, pay‑by‑phone, stop payments, changes of address, opening sub‑accounts.

Submit claims to the appropriate department and inform members of the resolution.

Keep updated on all credit union policies, procedures, promotions, and services.

Educate and cross‑sell members additional products and services that are most appropriate to their situation.

Successfully meet or exceed sales and quality monitoring goals.

Successfully complete compliance requirements.

Utilize resources such as Connections, additionfi.com, and training materials.

Understand and utilize phone and computer systems.

Complete Lumen courses as directed by Management.

Enter required loan information into the lending system with knowledge of all lending policies, products, procedures, and promotions.

Understand credit bureau reports, identify additional lending opportunities, educate member on best practices to improve credit score while meeting or exceeding all lending goals.

Identify member’s lending needs and cross‑sell appropriate ancillary products (e.g., credit life/disability, GAP, mechanical warranty).

Perform other duties as assigned by Management.

Participate in department‑wide projects and tasks.

Requirements

Education:

High school diploma or GED.

Experience:

One to two years of related experience in a customer/member services environment, or equivalent combination of education and experience.

General knowledge of all products and services for cross‑selling purposes and general knowledge of the various departments within the organization.

Other Characteristics of the Position
Physical Demands:

Sitting for long periods at a time.

Regularly required to talk or listen.

Occasional lifting of office supplies up to 20 lbs.

Vision abilities including close vision and ability to adjust focus.

Mental Demands:

Must understand and follow a set of clear oral and/or written procedures without deviation.

Withstand moderate amounts of stress.

Must adhere to a provided work schedule to meet a set of qualitative production standards.

Perform tasks that vary little from day to day.

Implement others’ decisions/procedures with little judgment required.

Must relay information orally.

Benefits

401(k) with profit sharing contribution.

Comprehensive medical, dental, and vision coverage.

Continuing education and up to $5,000 in tuition assistance annually.

Generous vacation and sick pay.

Paid parental leave and volunteer time off.

Major holidays off including federal holidays that many other industries do not observe.

Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts.

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regard to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs help our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

#J-18808-Ljbffr