Relationship Advisor Full-Time (Contact Center) Lake Mary

Relationship Advisor – Full‑Time (Contact Center)
Location: Lake Mary, FL 32746, USA

Job Category: Contact Center

Requisition Number: RELAT001332

We are Addition Financial, a member‑owned, not‑for‑profit financial cooperative offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don’t drive us and never have. Since 1937, we’ve been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. We want your help to make that happen. We’re looking for people who not only want to do meaningful, challenging work but also have a heart for service.

Summary
We are the Contact Center. We are a high‑volume member service group dedicated to making it easier for members to do business with the organization. Our goal is to provide world‑class member service, one‑call resolutions, and product pairing based on each member’s individual needs. Each team member strives to meet these goals to enhance the brand and improve member lives. We empower a highly trained, confident, and assertive workforce that can resolve issues and deliver best‑possible experiences. We value open communication, shared ideas, and continual improvement to grow the company and strengthen member relationships.

Responsibilities

Adhere to addition financial policies, procedures, and team protocols.

Deliver best work with full attention and effort in all performance areas.

Arrive on time according to scheduled shifts.

Ask questions, try new things, learn from mistakes, and pursue ambitious goals.

Share ideas and best practices that support world‑class service.

Essential Duties and Responsibilities

Communicate with members and colleagues via telephone to discuss financial needs. Provide basic information such as account balances, histories, rates, hours of operation, product and services, etc.

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

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

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

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

Educate and cross‑sell additional products and services that best fit the member’s situation.

Meet or exceed sales and quality monitoring goals.

Complete compliance requirements.

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

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 lending opportunities, educate members on credit score improvement, and meet or exceed all lending goals.

Identify members’ lending needs and cross‑sell appropriate ancillary products such as credit life/disability, GAP, and mechanical warranty.

Perform other duties assigned by management.

Participate in department‑wide projects and tasks as assigned.

Requirements

Education: High school diploma or general education degree (GED).

Experience: One to two years’ 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 and of the various departments within the organization.

Physical Demands

Sitting for long periods.

Regular talk or listen requirements.

Occasional lifting of office supplies up to 20 lbs.

Visible abilities including closed vision and ability to adjust focus.

Mental Demands

Follow a set of clear oral and/or written procedures without deviation.

Withstand moderate amounts of stress.

Adhere to a provided work schedule to meet qualitative production standards.

Perform tasks that vary little from day to day.

Implement others’ decisions/procedures with little judgment required.

Relay information orally.

Benefits

401k with profit sharing contribution.

Comprehensive medical, dental, and vision coverage from leading insurance providers.

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 not observed by many other industries.

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

Equal Opportunity Employer Statement
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 are what 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. If you’re ready to take your career to the next level, Count Us In®.

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.

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