Sr. Specialist - Member

Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive outreach efforts in person, over the phone, or other channels. Provides solutions that span across the Member’s life by utilizing TDECU’s sales and service processes. Processes basic and complex new accounts, account modifications, and complex loan requests at the Member Center. 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 to uncover and identify Member needs while tailoring recommendations and solutions.

Responsibilities

• Opens and maintains deposit accounts including savings, checking, certificates, and specialty accounts.
• Handles the most complex account types and maintenance requests.
• 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.
• Navigates 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 the 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.
• Builds and maintains required knowledge of TDECU products and services to effectively cross-sell.
• Utilizes systems to stay informed about the Member’s current relationship with TDECU.
• Owns Member issues through resolution; troubleshoots and resolves inquiries in a timely, friendly, and accurate manner.
• Escalates Member feedback to Management and makes Member callbacks to support Net Promoter efforts.
• Treats Members and Employees with professionalism, courtesy, respect, and empathy through challenges.
• Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings.
• Troubleshoots basic technology issues and escalates more complex issues as needed.
• Achieves required levels of outbound phone calls as proactive outreach using bank-generated member prospect lead lists.
• Actively participates in community development activities as assigned.
• Completes all mandatory compliance testing on time; implements processes as required by the Bank Secrecy Act and TDECU policies.

Requirements

• 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.
• Strong attention to detail, especially when working with numbers and names in a fast-paced environment.
• Ability to document numbers and words without error and follow step-by-step processes accurately.
• Demonstrates strong interpersonal communication, including courtesy, tact, and diplomacy.
• Provides world-class service and coaches job-required skills and behaviors for newer team members.
• Innate ability to maintain a proactive and positive attitude toward members, supervisors, co-workers, and the credit union.
• Strong oral and written communication skills; ability to speak and write clearly and effectively.
• Dedication to meeting the expectations and requirements of internal and external members.
• Ability to effectively prioritize tasks, manage time, and attend to a broad range of activities.
• Planning and organizational skills.
• Ability to generate new and unique ideas as solutions to operational or member service issues.
• Must be able to operate a ten-key calculator and computer keyboard by touch.
• Availability to work the Credit Union’s core business hours; Saturday hours are required.
• Ability to troubleshoot smartphones, tablets, PCs, and assist members with online/mobile banking after completing TDECU training.
• Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member.
• Ability to use feedback for continuous improvement and development.
• Proactively identifies members' banking issues and needs through conversations and active listening.
• Serves as a resource to members, prospective members, and employees.
• Provides world-class, REAL Service.

Financial Responsibility

$300,000 monthly loan production.

Physical Demands and Work Environment

• Frequently required to stand, walk, and sit.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.