Specialist - Partner

Position Summary

The Partner Specialist functions as an expert in the Member Center through deep knowledge and proven expertise in areas of accounts, loans and referrals to other TDECU products and service lines. The Senior Member Champion serves all Members, however, will be aligned to the most complex issues/or transactions and will also support and coach colleagues with complex issues/or transactions.

About the Role

• Shows mastery in engaging potential members and deepening existing member relationships.
• Establish member relationships, conduct telephone prospecting, and outbound calls.
• Embody member commitments to accountability, community, innovation and accessibility.
• Set prospect meetings at initial contact or through proactive follow-up.
• Takes ownership of members’ complex transactions within the branch including but not limited to member escalations, IRAs, and advanced loan types.
• Responds effectively by displaying outstanding problem resolution and follow up with members.
• Drives, deepen and maintain member growth and relationships by building and working a book of business.
• Responsible for maintaining member experience in both drive thru and lobby environments.
• Acts as subject matter expert and processes transactions in one of the following LOB; Mortgage, Insurance, Wealth, Business Services.
• Opens complex deposit accounts including savings, checking, certificates, and specialty accounts.
• Effectively mitigates risk by making sound decisions in branch operations.
• Always performs due diligence, and accounting for procedures, policies and regulations.
• Ability to troubleshoot and resolve technical problems and other complex issues with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Demonstrate awareness of company policies and procedures while applying sound judgment within the scope of your empowerment and follow guidelines.
• Partners with other lines of business to bring a full suite of financial solutions to our members including Mortgage, Insurance and Investment services.
• Works throughout the branch to ensure a positive member experience including meeting members to ensure great service and serving members with less complex transactions including teller and account maintenance transactions.
• Be an active part of the Net Promoter System; work in a way that brings more employee and member feedback into the company by conducting huddles, making call backs and helping the credit union elevate opportunities to do better for our members.
• Solicits new memberships in the community by participating in Bank at Work events.
• Achieves required levels of outbound phone calls as proactive outreach using bank-generated member prospect lead lists to educate members on emerging technology and assist with meeting their financial goals.
• Achieves established goals and performance metrics.
• Completes loan and new account applications, loan interviewing and funding processes.
• Acts as product consultant, articulating product features and benefits and making recommendations based on member needs/interests; identifying buying signals and asking for the sale while delivering a quality experience.
• Teaches and develops sales skills and advanced product knowledge to teammates.
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to member situations.
• Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset members.
• Be an enthusiastic learner, user and advocate of the credit union’s game-changing technology, products and services, especially our digital tools and experiences.
• Aid members in the use of this technology.
• Attend training as required to include out of town training, WebEx training, and quarterly compliance courses.
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools.
• When necessary, produce work order accordingly to established business rules.
• Think and act in ways that put our members first, offer them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Correct discrepancies on member’s accounts, and research service disruption as necessary.
• When appropriate, follow established escalation procedures to expedite prompt resolutions.
• Uses core processing system, web-based programs, email and member relationship software to complete transactions.
• Trains, mentors and aids in the development of new Member Specialists in all areas of the playbook, new accounts, loan applications, and other job duties and responsibilities.
• Skilled in problem solving.
• Can handle member escalations, turn an unsatisfactory interaction to a positive.
• Handles complex accounts issues such as fraud, check holds, and service fees.
• Exceeds performance expectations including monthly production of loans and new accounts and quality of work (loan closings, account documents, etc.).
• Reviews credit reports with members and discusses member’s financial priorities to help achieve goals.
• Expert in all areas of the playbook and often covers the lobby engager position.
• Ability to use and teach all areas and playbook tools.
• Supports other lines of business as work volume dictates.
• Other duties and responsibilities as assigned.

Essential Duties And Responsibilities

• Shows mastery in engaging potential members and deepening existing member relationships.
• Fosters a culture of adaptability based on consumer demand. This includes Online/mobile solutions, educating members on these solutions, and learning and growing to ensure self and team are financial experts.
• Strong interpersonal communication skills and strategic and creative thinking abilities.
• Assumes responsibility for achieving results.
• Provides world class REAL service.
• Able to maintain confidential information.
• Communicate effectively in writing as appropriate for the needs of the audience.
• To speak and convey information effectively.
• Critical thinking skills, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Analytical skills in tracking, managing and finding meaning in data and information to organize, track to make sensible, valid and logical recommendations.
• Service oriented, actively looking for ways to help people.
• Monitors and coordinates performance of yourself, others or the organization to make improvements to reach goals.
• Computer skills and proficiency with technology and software, including but not limited to Microsoft office, excel, and power point.
• Able to manage multiple issues simultaneously, creative, flexible.
• Skilled in problem solving.
• Can handle member escalations, turn an unsatisfactory interaction to a positive.
• Handles complex accounts issues such as fraud, check holds, and service fees.
• Exceeds performance expectations including monthly production of loans and new accounts and quality of work (loan closings, account documents, etc.).
• Reviews credit reports with members and discusses member’s financial priorities to help achieve goals.
• Expert in all areas of the playbook and often covers the lobby engager position.
• Ability to use and teach all areas and playbook tools.
• Supports other lines of business as work volume dictates.
• Other duties and responsibilities as assigned.

Education

• Minimum Qualifications: High School Diploma or equivalent education and experience is required.
• Additional training preferred.
• Experience: At least 3 -5 years of experience in Member Service, banking, new accounts and lending is required. Progressive experience and authority with demonstrated track record of meeting / exceeding individual and team sales goals. Supervisory experience in retail banking (multi-site management preferred).