Specialist - Member

Position Summary

Cultivates, maintains, and enhances relationships with a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate. Provides solutions that span across the Member’s life by utilizing TDECU’s sales and service processes. Educates members on emerging Credit Union technology and digital solutions. Performs lobby engagement activities to connect with Members and position products to meet their needs. Uses a consultative approach with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Able to troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues.

Reporting Manager: Member Center Manager

• Opens and maintains deposit accounts including savings, checking, certificates, and specialty accounts.
• Completes loan and new account applications, loan interviewing and funding.
• Buils consumer loan packages with attention to detail to ensure they are error free.
• Implements corrections if assigned.
• Supports Senior Member Specialist with loan fulfillment.
• Achieves personal sales goals by cross-selling platform products such as checking and savings, credit cards, loans, CDs Money Markets and making partner referrals to insurance, investments and mortgage.
• Builds and maintains required knowledge of TDECU products and services in order to cross-sell.
• Utilizes systems to be well-informed about the Member’s current relationship with TDECU.
• Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges.

Educates members

• Troubleshoots and resolves basic issues.
• Escalates more complex issues as needed.
• Achieve required levels of outbound phone calls as proactive outreach.
• Uses bank-generated member prospect lead lists to educate members on emerging technology and assist with meeting their financial goals.
• Participates in community development activities as assigned.

Physical Demands And Work Environment

• Frequent standing, walking, sitting.
• Close, distance vision, and ability to adjust focus.
• Moderate noise level in the work environment.