Posted on: June 6, 2021
Position Summary: 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. Provide solutions that
span across the Members life by utilizing TDECUs sales and service
processes. Educate members on emerging Credit Union technology and
digital solutions. Perform s lobby engagement activities to connect
with Members and position products to meet their needs. Using a
consultative approach with current or prospective Members to
uncover and identify their needs while tailoring recommendations
and solutions. Able to troubleshoot and resolve Member and internal
inquiries in a timely, friendly, and accurate manner on multiple
complex issues. Can easily navigate our services and offer
solutions to navigate the journey of life
Reporting Manager: Member Center Manager
- 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.
Supports Senior Member Specialist with loan fulfillment.
- 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 in order to cross-sell. Utilizes
systems to be well-informed about the Members current relationship
- 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
- Actively participates in community development activities as
assigned in the support of the Credit Unions 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.
Education: High School Diploma or an equivalent mix of
education and experience is required. Additional training in
banking, loans or new accounts is preferred.
Experience: 1-3 years of experience preferred. Previous
experience in customer service is required. Previous experience in
banking is preferred.
Knowledge, Skills, and Abilities:
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
With experience, demonstrates and coaches job-required skills
and behaviors for newer team members. Serves as a Role Model to
Innate ability to demonstrate proactive and positive attitude
toward members, supervisors, co-workers and the credit union.
Maintains positive service approach with Members through
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 to use time efficiently
and to attend to a broad range of activities. Planning and
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 with the Credit Unions core business hours.
Saturday hours are required in this role.
Ability to troubleshoot smartphones, tablets, PCs and to assist
members with online banking/mobile banking with completion of TDECU
Demonstrated ability to understand and resolve problems to the
satisfaction of a customer/Member.
Ability to use feedback for continuous improvement and
Proactively identifies members banking issues and needs through
conversations and active listening.
Serves as a resource to members, prospective members, and
Provides world class, REAL Service
Physical Demands and Work Environment:
While performing the essential duties of this position, an
employee would frequently be required to stand, walk, and sit.
Specific vision abilities required by this position include
close vision, distance vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Disclaimer: The above statements are intended to describe
the general nature and level of work being performed by people
assigned to this job. They are not intended to be an exhaustive
list of all responsibilities, duties, and skills required of
personnel so classified.
Texas Dow Employees Credit Union is an equal opportunity
employer, dedicated to a policy of non-discrimination in employment
on any basis including race, color, age, protected veteran status,
sex, religion, disability, genetic information, national origin or
other status protected by federal, state or local law. Consistent
with the American Disabilities Act, applicants may request
accommodations needed to participate in the application
Keywords: TDECU, Missouri City , Member Specialist, Other , Brazoria, Texas
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