Specialist - Partner

Position Summary

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, aligning to the most complex issues or transactions and supporting and coaching colleagues with similar challenges. Provides excellent member service in a retail banking environment by opening, closing, and servicing members’ accounts, including consumer loans. Actively listens to fully understand each member’s needs, recommends and implements solutions, connects members to the appropriate expertise, and owns issues to address problems promptly. Maintains full knowledge of TDECU products and services, with a focus on mortgage loans and a broad skill set in member experience.

Responsibilities

• Shows mastery in engaging potential members and deepening existing member relationships; establishes member relationships, conducts telephone prospecting, and 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; resolves problems and follows up effectively.
• Drives, deepens, and maintains member growth and relationships by building and working a book of business.
• Maintains member experience in both drive‑thru and lobby environments; acts as subject‑matter expert for Mortgage, Insurance, Wealth, and Business Services.
• Opens complex deposit accounts (savings, checking, certificates, specialty accounts) and processes loan and new account applications, interviewing and funding.
• 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 clearly and concisely.
• Partners with other lines of business to provide a full suite of financial solutions, positioning partner solutions positively.
• Works throughout the branch to ensure a positive member experience, handling both complex and less‑complex transactions, including teller and account maintenance duties.
• Participates in the Net Promoter System by conducting huddles, callbacks, and gathering feedback to improve member service.
• Engages in community relations activities, representing the credit union’s mission, vision, purpose, and values; solicits new memberships at events such as Bank at Work.
• Achieves outbound call targets using prospect lead lists to educate members on emerging technology and financial goals.
• Meets established goals and performance metrics; exceeds production expectations for loans and new accounts.
• Acts as product consultant, articulating features and benefits, identifying buying signals, and delivering a quality experience.
• Teaches and develops sales skills and advanced product knowledge to teammates.
• Multitasks across multiple tools and systems, applying knowledge to member situations.
• Advocates credit union’s digital tools and technology, assisting members in their use.
• Attends required training, including out‑of‑town, WebEx, and quarterly compliance courses.
• Follows troubleshooting procedures, creates work orders as needed, and escalates issues appropriately.
• Corrects account discrepancies, researches service disruptions, and follows escalation procedures.
• 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 complex account issues such as fraud, check holds, and service fees; turns unsatisfactory interactions into positive outcomes.
• Reviews credit reports with members, discussing financial priorities to help achieve goals.
• Supports other lines of business as work volume dictates and performs other duties as assigned.

Qualifications

• High School Diploma or equivalent required; additional training preferred.
• 3–5 years of experience in member service, banking, new accounts, and lending; demonstrated track record of meeting/exceeding sales goals.
• Supervisory experience in retail banking, preferably multi‑site management.
• Strong interpersonal communication, strategic and creative thinking, and ability to foster a culture of adaptability.
• Ability to provide world‑class REAL service and maintain confidentiality.
• Excellent written and verbal communication skills.
• Critical thinking and analytical skills for problem solving and data‑driven recommendations.
• Service‑oriented mindset with a focus on helping people.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and other technology platforms.
• Ability to manage multiple issues simultaneously, be creative and flexible.
• Capability to develop strong relationships and effective partnerships with members and colleagues.
• Enthusiastic learner and advocate of the credit union’s digital tools and technology; able to assist members in their use.
• Demonstrated fiscal responsibility and ability to operate within budget constraints.

Physical Demands and Work Environment

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