Sr. Member Specialist

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.

Essential Duties And Responsibilities

• Opens and maintains deposit accounts including savings, checking, certificates, and specialty accounts.
• Completes loan and new account applications, loan interviewing and funding.
• Builds consumer loan packages with attention to detail to ensure they are error free.
• Implements corrections if assigned.
• Responsible for navigating the most complex consumer loan types and situations, as well as maintenance thereof.
• Provides coaching and guidance on complex issues to team members.
• Takes appointments for most complex issues.
• 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.
• Buils 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.
• Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.
• Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience.
• Troubleshoots basic issues and escalates more complex issues as needed.
• Achieve 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.
• Actively participates in community development activities as assigned in the support of the Credit Union’s Mission, Vision, Purpose and Values.
• Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.

Minimum Qualifications

• High School Diploma or equivalent education and experience is required.
• Additional training in banking, loans or new accounts is required.
• 3 or more years of experience in Member Service, banking, new accounts and lending is required.
• Strong attention to detail even when working with numbers and names in a fast-paced environment.
• Ability to document numbers and words without error.
• Ability to review guides and follow step-by-step processes without error.
• Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy.
• Provides world class REAL Service.
• Dedication to meeting the expectations and requirements of internal and external members.
• Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities.
• Planning and Organization skills.
• Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business.
• Proactive identifies members banking issues and needs through conversations and active listening.
• Serves as a resource to members, prospective members, and employees.
• Proactively identifies members banking issues and needs through conversations and active listening.
• Serves as a resource to members, prospective members, and employees.