Sr. Specialist - Member

About the Role

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.

Responsibilities

• Opens and maintains deposit accounts including savings, checking, certificates, and specialty accounts, handling the most complex account types and maintenance requests.
• Completes loan and new account applications, loan interviewing, and funding, building consumer loan packages with attention to detail to ensure they are error-free.
• Navigates the most complex consumer loan types and situations, including maintenance and corrections if assigned.
• Provides coaching and guidance on complex issues to team members and 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 and utilizes systems to stay informed about the Member’s current relationship with TDECU.
• Owns Member issues through resolution, troubleshooting and resolving inquiries in a timely, friendly, and accurate manner. Escalates Member feedback to Management and supports Net Promoter efforts.
• Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings, troubleshooting basic issues and escalating complex ones.
• 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.
• Actively participates in community development activities as assigned in support of the Credit Union’s Mission, Vision, Purpose, and Values.
• Completes all mandatory compliance testing on time and implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.
• Demonstrates professionalism, courtesy, respect, and empathy when dealing with Members and Employees, keeping the TDECU Mission, Vision, and Purpose in mind during challenging situations.

Financial Responsibility: $300,000 monthly loan production.

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.
• Strong interpersonal communication skills, including courtesy, tact, and diplomacy.
• Ability to demonstrate and coach job-required skills and behaviors for newer team members, serving as a role model.
• Proactive and positive attitude toward members, supervisors, co-workers, and the credit union, maintaining a positive service approach through challenging situations.
• 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 efficiently, and attend to a broad range of activities with strong 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.
• Must be able to operate a ten-key calculator and computer keyboard by touch.
• Availability to work the Credit Union’s core business hours, including Saturdays.
• 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, providing world-class service.

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.