Position Summary: The Partner Specialist functions as an expert in the Member Center through deep knowledge and proven expertise in areas of accounts, loans and referrals to other TDECU products and service lines. The Senior Member Champion serves all Members, however, will be aligned to the most complex issues/or transactions and will also support and coach colleagues with complex issues/or transactions. serving Members or assisting colleagues with complex issues and/or transactions.
Provides excellent Member Service in a Retail Banking environment through opening, closing and servicing Members’ accounts including consumer loans. Actively listens to fully understand each Member’s needs or situation to recommend and/or implement solutions. Actively connects the Member to an employee with the specific expertise required. Owns member issues and responds effectively to address problems. Provides members with timely telephone follow up on new account openings, branch visits, product inquiries and REAL Service standards. Builds and maintains full knowledge of TDECU products and services.
The Partner Specialist is responsible for mortgage loans, and has an enhanced skill set of member experience, skilled at multiple service request, and is the expert in all fields for new account or loan requests. Supports as a member service expert to help open, close, service and understand member’s needs and get them to the right level of expertise.
Can easily navigate our services and offer solutions to navigate the journey of life.
Essential Duties and Responsibilities:
- Shows mastery in engaging potential members and deepening existing member relationships.
- Establish member relationships, conduct telephone prospecting, and outbound calls. Embody member commitments to accountability, community, innovation and accessibility. Set prospect meetings at initial contact or through proactive follow-up.
- Takes ownership of members’ complex transactions within the branch including but not limited to member escalations, IRAs, and advanced loan types. Respond effectively by displaying outstanding problem resolution and follow up with members.
- Drive, deepen and maintain member growth and relationships by building and working a book of business.
- Responsible for maintaining member experience in both drive thru and lobby environments.
- Acts as subject matter expert and processes transactions in one of the following LOB; Mortgage, Insurance, Wealth, Business Services.
- Opens complex deposit accounts including savings, checking, certificates, and specialty accounts.
- Effectively mitigates risk by making sound decisions in branch operations. Always performing due diligence, and accounting for procedures, policies and regulations.
- Ability to troubleshoot and resolve technical problems and other complex issues with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
- Demonstrate awareness of company policies and procedures while applying sound judgment within the scope of your empowerment and follow guidelines.
- Partners with other lines of business to bring a full suite of financial solutions to our members including Mortgage, Insurance and Investment services. Fundamental understanding of competitive environment and begin to position partner solutions positively to our members.
- Works throughout the branch to ensure a positive member experience including meeting members to ensure great service and serving members with less complex transactions including teller and account maintenance transactions.
- Be an active part of the Net Promoter System; work in a way that brings more employee and member feedback into the company by conducting huddles, making call backs and helping the credit union elevate opportunities to do better for our members.
- Actively participates in community relations activities and groups to increase visibility, create and maintain brand awareness and represent the credit union’s mission, vision, purpose and values. Solicit new memberships in the community by participating in Bank at Work events.
- 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.
- Achieve established goals and performance metrics. Complete loan and new account applications, loan interviewing and funding processes. Act as product consultant, articulating product features and benefits and making recommendations based on member needs/interests; identifying buying signals and asking for the sale while delivering a quality experience. Teach and develop sales skills and advanced product knowledge to teammates.
- Multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to member situations. Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset members.
- Be an enthusiastic learner, user and advocate of the credit union’s game-changing technology, products and services, especially our digital tools and experiences. Aid members in the use of this technology.
- Attend training as required to include out of town training, WebEx training, and quarterly compliance courses.
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order accordingly to established business rules.
- Think and act in ways that put our members first, offer them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Correct discrepancies on member’s accounts, and research service disruption as necessary. When appropriate, follow established escalation procedures to expedite prompt resolutions.
- Uses core processing system, web-based programs, email and member relationship software to complete transactions.
- Train, mentor and aid in the development of new Member Specialists in all areas of the playbook, new accounts, loan applications, and other job duties and responsibilities.
- Skilled in problem solving. Can handle member escalations, turn an unsatisfactory interaction to a positive
- Handles complex accounts issues such as fraud, check holds, and service fees.
- Exceeds performance expectations including monthly production of loans and new accounts and quality of work (loan closings, account documents, etc.)
- Reviews credit reports with members and discusses member’s financial priorities to help achieve goals.
- An expert in all areas of the playbook and often covers the lobby engager position. Ability to use and teach all areas and playbook tools.
- Support other lines of business as work volume dictates.
- Other duties and responsibilities as assigned.
Minimum Qualifications: (Education, Licensure, Experience, Knowledge, Skills, and Abilities)
Education:
- High School Diploma or equivalent required.
- Additional training preferred.
Experience:
- At least 3 -5 years of experience in Member Service, banking, new accounts and lending is required. Progressive experience and authority with demonstrated track record of meeting / exceeding individual and team sales goals.
- Supervisory experience in retail banking (multi-site management preferred).
Knowledge, Skills, and Abilities:
- Shows mastery in engaging potential members and deepening existing Member relationships.
- Fosters a culture of adaptability based on consumer demand. This includes Online/mobile solutions, educating members on these solutions, and learning and growing to ensure self and team are financial experts.
- Strong interpersonal communication skills and strategic and creative thinking abilities
- Assumes responsibility for achieving results
- Provides world class REAL service
- Ability to maintain confidential information
- Communicate effectively in writing as appropriate for the needs of the audience
- Ability to speak and convey information effectively
- Critical thinking skills, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Analytical skills in tracking, managing and finding meaning in data and information to organize, track to make sensible, valid and logical recommendations
- Service oriented, actively looking for ways to help people
- Monitory and coordinating performance of yourself, others or the organization to make improvements to reach goals
- Computer skills and proficiency with technology and software, including but not limited to Microsoft office, excel, and power point
- Ability to manage multiple issues simultaneously, creative, flexible
- Ability to develop strong relationships and effective partnerships with members and colleagues
- Be an enthusiastic learner, user and advocate of the Credit Union’s game- changing technology, products and services, especially our digital tools and experiences. Aid members in the use of this technology
- Maintains high morale across the Market through
- Demonstrates fiscal responsibility by managing within the budget for income and expenses.
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.
- Up to 30% travel required.
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 process.
