Job Title: Relationship Manager I, II, III
Department: Marketing
Reports To: Business Development Manager
Salary Grade(s): 12,13,14
EEO-1 Job Class: 1.2 - First/Mid Level Officials and Managers
FLSA Status: Non-exempt/Exempt
☒ Full-time
☐ Part-time
☐ Temporary
Location: Admin Center
☒ Telework Work Possible (if checked)
Important: See Telework Policy for Additional Criteria
Function:
To generate new account growth and increase member engagement with the credit union’s products and services through a consultative sales culture. To remain a pivotal point-of-contact to ensure member awareness of available financial products and services. To assist the VP of Growth and Engagement and Business Development Manager in the achievement of Strategic Plan Goals through marketing and member relation efforts.
Position Requirements:
GENERAL:
Excellent business development skills, including networking, cold-calling techniques, sales cycle management and presentation skillsNatural affinity to grow and nurture new and existing relationshipsExcellent project and event planning, organizational, and management skillsExcellent communication skills to engage internal and external First Financial audiencesMust be able to work flexible hours, evenings, and limited weekendsAbility to work cross-functionally in a collaborative team environmentKnowledge of credit union industry, including industry leaders and understanding of credit union business development opportunitiesKnowledge and understanding of the Baltimore area communities First Financial servesMust be self-directed with the ability to problem solveStrong attention to detail and ability to complete tasks with accuracyProficient with spreadsheets and related analytics to track and communicate progress and performanceFrequent local travelHighly proficient in Microsoft ApplicationsEXPERIENCE: Based on level; ranges from two years to eight years of similar or related experience.
Relationship Manager I: 2-4 years of experienceRelationship Manager II: 4-6 years of experience Relationship Manager III: 6-8 years of experience
EDUCATION: High school diploma or GED equivalent. Preferred: Four-year college degree in marketing, business, or related field
An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Duties:
RELATIONSHIP MANAGER I
Serve as primary point of contact for designated Partner groups to generate membership growth, engagement, and brand awareness.Solicit and conduct on-site (in-person or virtual) visitations and manage new account opening procedures for new and existing membership groups. May be held before or after work hours, weekends, and holidays.Deliver presentations (in-person or virtual) to educate and engage Partner group employees in financial wellness topics and First Financial products and services.Assist in creating marketing content for collateral materials to meet the unique needs of Partner groups and demonstrate credit union opportunities to enhance relationships.Utilize contact database (CRM) for relationship management and reporting.Support Partner groups with internal procedural changes to enhance the role of the credit union within various departments such as payroll, operations, and human resources.Work with FFFCU Branch Managers in Partner group regions, to coordinate all aspects of promotional campaign implementation for Partner specific initiatives. Responsibilities include coordination of marketing collateral, staff training/support, and execution of campaign details.Solid understanding and use of online professional networking sites, LinkedIn, Facebook, and Twitter.Proficiency in using and demonstrating all technology services available to members; knowledge of all product offerings.RELATIONSHIP MANAGER II:
Perform all duties as listed under Relationship Manager I
Research, recommend and solicit potential new business development opportunities in various geographic regions and industries. Identify, coordinate, and negotiate community sponsorship opportunities and event participation to deepen strategic community and corporate partnerships. Represents the credit union networking programs; provided monthly analytics documenting results of efforts.Serve as the Marketing Department project manager on cross-functional projects in support of the Credit Union strategic plan objectives; advocate for/represent member perspective.Enhance department functions and capabilities through exploration and implementation of need-based applications identified through industry and market trends.RELATIONSHIP MANAGER III:
Perform all duties as listed under Relationship Manager II
Initiate strategic partnerships with organizations that are mission-driven and like-minded to First Financial.Develop and manage analytics tools and reports to identify, track and monitor new Partner development acquisition targets.Creates partnership opportunities with Partner groups to increase overall engagement.Direct planning, development, and execution of relevant, compelling and custom marketing campaigns to develop a stronger relationship with individual Partner groups, i.e. email campaigns, direct mail, sponsorship requests, and displays.Develop opportunities with stakeholders to identify areas for innovation and growth.OTHER
Support of the Core 4 values of the Credit Union. Responds to telephone calls and member requests for information. Performs other related duties of similar scope and complexity.Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
Job Title: Consumer Loan Originator
Department: Consumer Lending
Reports To: Consumer Lending Origination Supervisor
Salary Grade(s): N/A
EEO-1 Job Class: 4 - Sales Workers
FLSA Status: Non-exempt
☒ Full-time
☐ Part-time
☐ Temporary
Location: 72 Loveton Circle Sparks, MD 21152
***In office position with the opportunity to work a hybrid schedule after a probationary period.
Function:
Represents the Credit Union lending function to new and existing Members. Works in a fast-paced loan origination call center engaging Members in new consumer loans including automobiles, recreational vehicles, credit cards, and unsecured personal loans. Cross-sells additional loan opportunities and loan protection products to meet Members’ needs. Handles inbound/outbound calls for Member loan inquiries and status updates. Ensures lending satisfaction by maintaining a high level of service and good working rapport with Members.
Position Requirements:
GENERAL:
Excellent communication skillsOrganized and efficientMotivated to achieve sales goals
EXPERIENCE: 1-3 years of lending experience preferred
EDUCATION: High school diploma or GED equivalent
An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Duties:
Communicates to Members by telephone, e-mail, chat, and text regarding lending inquiries, expectations, timelines and application fulfillment to ensure a positive Member experience.
Conducts loan interview and explains consumer loan product features, benefits, terms and costs to Members.
Inputs complete and accurate loan applications in the loan origination system(s).
Analyzes Members’ financial status, credit history, and collateral to cross sell Credit Union products and services to new and existing Members, referring Real Estate & Account Services leads to the appropriate department.
Improves loan applications and documentation by informing Members of additional requirements.
Discusses approved, denied, and counter-offered loan decisions/terms with Members. Incorporates recommendations to GreenPath Financial Wellness when applicable.
Maintains Member confidence by keeping loan information confidential.
Demonstrates a thorough knowledge of consumer lending products, policies, procedures, and systems.
Communicates with Consumer Loan Underwriters, Processors, and/or Lending Management (if applicable) to facilitate the loan workflow and ensure conditions are met.
Manages a pipeline of active consumer loan applications by conducting routine follow-up and communication on a daily basis.
Adheres to established call center metrics by maintaining minimal call abandonment, wait times, and refused calls.
Strives to regularly meet or exceed established sales targets for Settled Loans, GAP & MRC sales as well as debt protection penetration rates.
Assists in the achievement of Lending Department Goals.
Updates job knowledge by participating in educational/training opportunities.
Performs other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
Read LessJob Title: Member Services Representative I, II, III
Department: Member Services Contact Center
Reports To: Member Services Supervisor
Salary Grade(s): 6, 7, 8
EEO-1 Job Class: 5 - Administrative Support Workers
FLSA Status: Non-exempt
☐Full-time
☒ Part-time
☐ Temporary
Location: Admin Center
☒ Telework Work Possible (if checked)
Important: See Telework Policy for Additional Criteria
Function:
Responsible for providing an exceptional financial experience by handling every member's needs, from service to sales, with passion and enthusiasm. Provide members with a resolution, during their first contact, that will fulfill their financial needs; from account opening, account maintenance, and transactions Focus on member-centric conversations to deepen relationships and become a trusted advisor. Actively promote a variety of banking solutions to enhance a member’s experience and achieve their financial goals. Service member interactions through various communication channels, including phone, email, and live chat. Time spent in the various channels of this role will vary depending upon volume and written acumen.
Position Requirements:
GENERAL:
Professional and friendly attitude with ability to quickly develop a rapport with members over various communication channels Strong keyboarding skills, and ability to learn and navigate new software quickly.Bilingual and able to read, write, and speak Spanish proficiently is a plusEXPERIENCE:
One (1) or more years of customer service or sales experience preferredDemonstrated work-related experience may be considered instead of education requirements
EDUCATION:
High School Diploma or GED equivalent required.Ability to obtain and maintain job-related certification if no job-related advanced degree.Meet or exceed continuing professional education (CPE) requirements.An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
PHYSICAL: Long periods of sitting and concentrating and speaking; general office
Sitting: RegularlyStanding: Occasionally Walking: Occasionally Climbing/Balancing: N/AReaching: Occasionally Kneeling/Crawling: SeldomOther: Talking: RegularlyHearing: RegularlyVision/Seeing: RegularlyTyping/Keyboarding: RegularlyDriving: N/ALifting: Sedentary - Up to 10lbs
Duties:
Provide members with a one stop experience to fulfill all their financial needs from account opening and
maintenance to processing transactions.
Support daily operations of the contact center and meets member services and product needs as required by the digital channel (voice, text, chat, video, etc.)Focus on member-centric conversations to deepen relationships and become a trusted brand ambassador. Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs.Demonstrate attention to detail, accuracy, thoroughness, and timely follow through while processing member requests. Ability to multi-task and navigate amongst various screens and systems. Leverage practical knowledge and understanding of digital solutions and technology to support members andsolve problems.
Identify and escalate cases of suspected fraud.Manage risk by maintaining compliance with applicable regulations and contact center policies and procedures, while demonstrating sound judgment within established limits.Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial needs.Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding.existing relationships
Identify consumer lending opportunities and partnering with centralized lending group to ensure successful!member experience.
Perform member maintenance requests, process transactions accurately, assist with operational activities, and responsibilities and maintain flexibility.Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
