Partner Specialist

About the role

The Partner Specialist serves as an expert in the Member Center with deep knowledge of accounts, loans, and referrals to other TDECU products and service lines. This senior‑level member champion handles the most complex issues and transactions, coaches colleagues on similar challenges, and provides excellent member service in a retail banking environment. Responsibilities include opening, closing, and servicing member accounts (including consumer loans), actively listening to member needs, connecting members with subject‑matter experts, and following REAL Service standards with timely telephone follow‑up.

Responsibilities

• Engage potential members and deepen existing relationships through telephone prospecting, outbound calls, and setting prospect meetings.
• Own complex member transactions within the branch, including escalations, IRAs, and advanced loan types, delivering outstanding problem resolution and follow‑up.
• Maintain and grow a book of business, driving member growth and relationship depth.
• Provide member experience in both drive‑thru and lobby environments, acting as subject‑matter expert for Mortgage, Insurance, Wealth, and Business Services.
• Open complex deposit accounts such as savings, checking, certificates, and specialty accounts.
• Mitigate risk by making sound decisions, performing due diligence, and adhering to procedures, policies, and regulations.
• Troubleshoot and resolve technical problems, articulating information clearly and concisely.
• Partner with other lines of business to deliver a full suite of financial solutions, positioning partner offerings positively.
• Support less‑complex transactions (teller and account maintenance) while ensuring a positive member experience throughout the branch.
• Participate in the Net Promoter System by conducting huddles, callbacks, and gathering employee and member feedback.
• Engage in community relations activities, represent TDECU’s mission and values, and solicit new memberships at events such as “Bank at Work.”
• Achieve outbound call targets using bank‑generated prospect leads to educate members on emerging technology and financial goals.
• Meet established performance metrics, complete loan and new‑account applications, and act as product consultant, articulating features, benefits, and recommendations.
• Teach and develop sales skills and advanced product knowledge for teammates.
• Multitask across multiple tools and systems, applying knowledge to member situations in a fast‑paced, high‑transaction environment.
• Advocate for TDECU’s digital tools and experiences, assisting members with technology usage.
• Attend required training, including out‑of‑town, WebEx, and quarterly compliance courses.
• Follow troubleshooting procedures, generate work orders as needed, and prioritize member‑first solutions.
• Correct account discrepancies, research service disruptions, and follow escalation procedures for prompt resolution.
• Utilize core processing systems, web‑based programs, email, and member‑relationship software to complete transactions.
• Train, mentor, and develop new Member Specialists across the playbook, new accounts, loan applications, and other duties.
• Handle complex account issues such as fraud, check holds, and service fees, turning unsatisfactory interactions into positive outcomes.
• Exceed production goals for loans and new accounts while maintaining high quality of work.
• Review credit reports with members, discuss financial priorities, and help achieve goals.
• Serve as an expert across the playbook, often covering lobby engager duties and supporting other lines of business as volume dictates.
• Perform other duties and responsibilities as assigned.

Minimum Qualifications

Education: High School Diploma or equivalent required; additional training preferred.

Experience: 3–5 years in member service, banking, new accounts, and lending; proven track record of meeting/exceeding individual and team sales goals. Supervisory experience in retail banking (multi‑site management preferred) is desired.

Knowledge, Skills, and Abilities:

• Mastery in engaging potential members and deepening existing relationships.
• Ability to foster a culture of adaptability, emphasizing online/mobile solutions and member education.
• Strong interpersonal communication, strategic and creative thinking, and world‑class REAL service delivery.
• Maintain confidentiality and communicate effectively in writing and verbally.
• Critical thinking and analytical skills for problem solving, data interpretation, and logical recommendations.
• Service‑oriented mindset with a proactive approach to helping people.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and other technology platforms.
• Capability to manage multiple issues simultaneously, remain creative and flexible, and develop strong relationships with members and colleagues.
• Enthusiastic learner and advocate of TDECU’s digital tools, able to assist members in their use.
• Demonstrated fiscal responsibility and ability to operate within budgetary constraints.

Physical Demands and Work Environment

• Frequent standing, walking, and sitting.
• Vision requirements include close, distance, and focus‑adjusting abilities.
• Moderate noise level in the work environment.
• Up to 30% travel required.