Partner Specialist

About the Role

The Partner Specialist functions as an expert in the Member Center through deep knowledge and proven expertise in accounts, loans, and referrals to other TDECU products and service lines. The Senior Member Champion serves all members, focusing on the most complex issues or transactions, and supports and coaches colleagues with similar challenges. This role provides excellent member service in a retail banking environment by opening, closing, and servicing members’ accounts, including consumer loans, and by actively listening to understand each member’s needs to recommend and implement solutions.

Responsibilities

• Shows mastery in engaging potential members and deepening existing member relationships.
• Establishes member relationships, conducts telephone prospecting, and makes outbound calls.
• Embodies member commitments to accountability, community, innovation, and accessibility.
• Sets prospect meetings at initial contact or through proactive follow‑up.
• Takes ownership of members’ complex transactions within the branch, including escalations, IRAs, and advanced loan types.
• Responds effectively with outstanding problem resolution and follow‑up.
• Drives, deepens, and maintains member growth by building and managing a book of business.
• Maintains member experience in both drive‑thru and lobby environments.
• Acts as subject‑matter expert and processes transactions in Mortgage, Insurance, Wealth, or Business Services.
• Opens complex deposit accounts, including savings, checking, certificates, and specialty accounts.
• Mitigates risk by making sound decisions, performing due diligence, and adhering to procedures, policies, and regulations.
• Troubleshoots and resolves technical problems and other complex issues, articulating information concisely.
• Demonstrates awareness of company policies while applying sound judgment within empowerment scope.
• Partners with other lines of business to provide a full suite of financial solutions, including Mortgage, Insurance, and Investment services.
• Positions partner solutions positively based on a fundamental understanding of the competitive environment.
• Works throughout the branch to ensure a positive member experience, handling both complex and less‑complex transactions.
• Participates in the Net Promoter System by conducting huddles, making callbacks, and helping elevate improvement opportunities.
• Engages in community relations activities to increase visibility, maintain brand awareness, and represent the credit union’s mission, vision, purpose, and values.
• Solicits new memberships by participating in Bank at Work events.
• Achieves required outbound call levels using bank‑generated prospect lead lists to educate members on emerging technology and financial goals.
• Meets established goals and performance metrics.
• Completes loan and new account applications, loan interviewing, and funding processes.
• Acts as product consultant, articulating features and benefits, making recommendations, identifying buying signals, and asking for the sale while delivering a quality experience.
• Teaches and develops sales skills and advanced product knowledge for teammates.
• Multitasks between multiple tools and systems, applying information to member situations.
• Maintains composure in a fast‑paced, high‑transaction environment and manages angry or upset members.
• Advocates and assists members with the credit union’s digital tools and experiences.
• Attends required training, including out‑of‑town, WebEx, and quarterly compliance courses.
• Follows established troubleshooting procedures and produces work orders as needed.
• Think and act in ways that put members first, offering seamless digital options at every touchpoint.
• Corrects discrepancies on member accounts, researches service disruptions, and follows escalation procedures when appropriate.
• Uses core processing system, web‑based programs, email, and member relationship software to complete transactions.
• Trains, mentors, and aids development of new Member Specialists in all areas of the playbook, new accounts, loan applications, and other duties.
• Handles member escalations, turning unsatisfactory interactions into positive outcomes.
• Manages complex account issues such as fraud, check holds, and service fees.
• Exceeds performance expectations, including monthly production of loans and new accounts and quality of work.
• Reviews credit reports with members and discusses financial priorities to help achieve goals.
• Serves as expert in all areas of the playbook and often covers the lobby engager position.