Senior Relationship Coordinator

Allegacy Federal Credit Union

Employee Job Description

Job Title:Senior Relationship Coordinator

Reports To: Operations Manager - AIG

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position work directly with the assigned Financial Advisor(s) to accomplish individual branch goals and production goals of the Financial Advisor. As part of the Allegacy Investment Group (AIG), this position will provide excellent customer service in all relationships, maintaining the highest level of confidentiality and collaboration with the AIG team.

Specific Accountabilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external member that is in alignment with our Brand Culture.
• Meet or exceed established service goals
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• Perform activities to build relationships with existing clients and new prospects
• Assist with coordination of workshops, branch referral training, marketing-related events for clients and prospects.
• Assist with prospecting members by outbound calling, marketing mailings, maintaining prospects in database.
• Maintain CRM, Activity Manager, NetX360 and other systems provided by broker dealer
• Aid in targeted sales campaigns, which increase sales opportunities from corporate customers, members/clients, and employees.
• Handle client inquiries
• Assist back-office support personnel at vendors and broker-dealer to ensure a high degree of quality service and customer satisfaction.
• Report specific problems to Associate Program Manager on an as needed basis.
• Follow up with member/client contact following the initial advisory appointment.
• Maintain and schedule advisor appointments through direct member/client contacts obtained from Activity Manager, lead lists, referrals, seminars, and events.
• Execute and log follow-up contact for unkept appointments, i.e. no shows, rescheduled appointments, cancelled appointments, etc.
• Make 30-50 member, client, or prospect contacts per day through phone or email.
• Assist in maintaining daily calendar for advisors
• Process paperwork for clients of advisors.
• Coordinates signing of documents with clients
• Answers the main phone line for Investment Group and routes all requests to the appropriate response personnel. Seek to uncover referral opportunities through meaningful conversations.
• Assist with onboarding of new clients.
• Respond to all incoming group emails as directed by the Operations Manager.
• Open and route incoming departmental email
• Maintain accurate CRM data
• Complete client/prospect Unio Display Records completely with accurate client information and data.
• Maintain daily contact records.
• Assist program in CRM data maintenance projects.
• Serve as training resource for Relationship Coordinator teammates.
• Perform other related duties as assigned

Knowledge, Skills and Abilities

• Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization.
• Demonstrated collaborative skills and the ability to work well within a team in a creative, fast-paced and deadline-oriented environment.
• Strong member service and telesales skills.
• Proficiency with web-based applications, Windows, Microsoft Office, and other financial planning software.
• Good organizational skills and the ability to multi-task and prioritize in a high volume, fast-paced and deadline-oriented environment.
• Ability to manage sensitive and critical client information.
• Problem-solving and decision making skills.
• Ability to demonstrate disciplined time management skills

Education and Experience

• High school degree required
• Associates degree finance, business, marketing, or related field or equivalent experience
• 2 - 4 years of administrative support experience