Specialist - Partner

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. This role serves all members, with a focus on complex issues and transactions, and supports and coaches colleagues with similar challenges. The Partner Specialist provides excellent member service in a retail banking environment, including opening, closing, and servicing accounts, as well as handling consumer loans. They actively listen to understand member needs and recommend or implement solutions, connecting members to the appropriate expertise.

The Partner Specialist is responsible for mortgage loans, possesses an enhanced skill set in member experience, and serves as an expert in all fields for new account or loan requests. They support members by helping them navigate services and offer solutions tailored to their financial journey.

Responsibilities

• Show mastery in engaging potential members and deepening existing member relationships through telephone prospecting, outbound calls, and proactive follow-up.
• Take ownership of complex member transactions, including escalations, IRAs, and advanced loan types, while displaying outstanding problem resolution and follow-up.
• Drive, deepen, and maintain member growth and relationships by building and managing a book of business.
• Maintain member experience in both drive-thru and lobby environments, acting as a subject matter expert in Mortgage, Insurance, Wealth, or Business Services.
• Open complex deposit accounts, including savings, checking, certificates, and specialty accounts.
• Mitigate risk by making sound decisions in branch operations, adhering to procedures, policies, and regulations.
• Troubleshoot and resolve technical problems and complex issues, articulating relevant information clearly and concisely.
• Partner with other lines of business to offer a full suite of financial solutions, including Mortgage, Insurance, and Investment services.
• Ensure a positive member experience by handling less complex transactions, such as teller and account maintenance.
• Actively participate in the Net Promoter System by conducting huddles, making callbacks, and elevating opportunities to improve member service.
• Engage in community relations activities to increase visibility, create brand awareness, and represent the credit union’s mission and values.
• Solicit new memberships through Bank at Work events and achieve required levels of outbound phone calls to educate members on emerging technology and financial goals.
• Complete loan and new account applications, loan interviewing, and funding processes, acting as a product consultant to articulate features and benefits.
• Teach and develop sales skills and advanced product knowledge to teammates.
• Multitask between multiple tools and systems, applying knowledge to member situations in a fast-paced, high-transaction environment.
• Be an enthusiastic learner and advocate of the credit union’s technology, products, and services, aiding members in using digital tools.
• Attend required training, including out-of-town sessions, WebEx training, and quarterly compliance courses.
• Correct discrepancies on member accounts and research service disruptions, following escalation procedures when necessary.
• Use core processing systems, web-based programs, email, and member relationship software to complete transactions.
• Train, mentor, and develop new Member Specialists in all areas of the playbook, new accounts, loan applications, and other responsibilities.
• Handle complex account issues such as fraud, check holds, and service fees, turning unsatisfactory interactions into positive experiences.
• Review credit reports with members and discuss financial priorities to help achieve their goals.
• Support other lines of business as work volume dictates.

Requirements

• High School Diploma or equivalent required; additional training preferred.
• At least 3-5 years of experience in member service, banking, new accounts, and lending.
• Progressive experience with a demonstrated track record of meeting or exceeding individual and team sales goals.
• Supervisory experience in retail banking (multi-site management preferred).

Skills

• Mastery in engaging potential members and deepening existing relationships.
• Strong interpersonal communication skills and strategic, creative thinking abilities.
• Ability to provide world-class service and maintain confidential information.
• Effective written and verbal communication skills.
• Critical thinking and analytical skills to track, manage, and interpret data for logical recommendations.
• Service-oriented mindset with a focus on helping others.
• Proficiency with technology and software, including Microsoft Office, Excel, and PowerPoint.
• Ability to manage multiple issues simultaneously with creativity and flexibility.
• Strong relationship-building skills with members and colleagues.
• Enthusiasm for learning and advocating for the credit union’s digital tools and services.
• Ability to maintain high morale and demonstrate fiscal responsibility within budget constraints.

Physical Demands and Work Environment

• Frequently required to stand, walk, and sit.
• Specific vision abilities include close vision, distance vision, and the ability to adjust focus.
• Moderate noise level in the work environment.
• Up to 30% travel required.