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 as appropriate. Provides solutions that span the Member’s life by utilizing TDECU’s sales and service processes. Processes basic and complex new accounts and account modifications as well as complex loan requests and modifications 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 with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Troubleshoots and resolves Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues.

Responsibilities

• Opens and maintains deposit accounts including savings, checking, certificates, and specialty accounts; works with the most complex account types and maintenance requests.
• Completes loan and new account applications, conducts loan interviewing, and funds loans; builds consumer loan packages with attention to detail and implements corrections as needed.
• Navigates the most complex consumer loan types and situations, including maintenance thereof.
• 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 makes 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 each Member’s current relationship with TDECU.
• Owns Member issues through resolution, troubleshooting inquiries promptly and escalating feedback to Management to support Net Promoter efforts.
• Treats Members and Employees with professionalism, courtesy, respect, and empathy, keeping the TDECU Mission, Vision, and Purpose top of mind.
• Educates members on emerging and existing credit union technology and digital solutions (mobile, online, ATM); troubleshoots basic issues and escalates complex ones.
• Achieves required levels of outbound phone calls for proactive outreach using bank‑generated prospect lead lists to educate members on technology and assist with financial goals.
• Participates in community development activities in support of the Credit Union’s Mission, Vision, Purpose, and Values.
• Completes all mandatory compliance testing on time and implements processes required by the Bank Secrecy Act and TDECU policies.

Financial Responsibility

$300,000 monthly loan production.

Minimum Qualifications

Education: High School Diploma or equivalent; additional training in banking, loans, or new accounts required.

Licensure: Not required.

Experience: Minimum 3 years in Member Service, banking, new accounts, and lending.

Knowledge, Skills, and Abilities:

• Strong attention to detail with numbers and names in a fast‑paced environment; ability to document accurately.
• Ability to follow step‑by‑step guides without error.
• Excellent interpersonal communication—courtesy, tact, diplomacy—and world‑class REAL Service.
• Coaching and role‑modeling skills for newer team members.
• Proactive, positive attitude toward members, supervisors, co‑workers, and the credit union.
• Strong oral and written communication; clear and effective speaking and writing.
• Dedication to meeting internal and external member expectations.
• Effective prioritization, planning, and organization to handle a broad range of activities.
• Creative problem‑solving and development of non‑traditional business approaches.
• Proficiency with a ten‑key calculator and computer keyboard by touch.
• Availability to work core business hours; Saturday hours required.
• Ability to troubleshoot smartphones, tablets, PCs, and assist members with online/mobile banking after completing TDECU training.
• Demonstrated ability to resolve problems to member satisfaction and use feedback for continuous improvement.
• Proactive identification of members’ banking issues and needs through active listening.
• Serves as a resource to members, prospective members, and employees.

Physical Demands and Work Environment

• Frequent standing, walking, and sitting while performing essential duties.
• Requires close vision, distance vision, and ability to adjust focus.
• Noise level is usually moderate.

Schedule

Availability to work the Credit Union’s core business hours; Saturday hours are required.