Specialist - Partner

Position Summary

The Partner Specialist functions as an expert in the Member Center with deep knowledge and proven expertise in accounts, loans, and referrals to other TDECU products and service lines. The Senior Member Champion serves all Members, supporting and coaching colleagues with complex issues or transactions. He/she provides excellent member service in a Retail Banking environment through opening, closing, and servicing members’ accounts, including consumer loans.

The Specialist actively listens to understand each member’s needs, recommends solutions, connects members to the right expertise, owns member issues, and follows up in a timely manner. Knowledge of TDECU products, mortgage loans, and multiple service requests is essential.

• Show mastery in engaging potential members and deepening existing member relationships.
• Establish member relationships, conduct telephone prospecting, and make outbound calls.
• Embod 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 member escalations, IRAs, and advanced loan types.
• Respond effectively with outstanding problem resolution and follow‑up.
• Drive, deepen and maintain member growth and relationships by building a book of business.
• Maintain member experience in both drive‑thru and lobby environments.
• Act as subject‑matter expert and process transactions in Mortgage, Insurance, Wealth, or Business Services.
• Open complex deposit accounts, including savings, checking, certificates, and specialty accounts.
• Effectively mitigate risk by making sound decisions and accounting for procedures, policies, and regulations.
• Troubleshoot and resolve technical problems and other complex issues with clear, organized guidance.
• Demonstrate awareness of company policies and procedures while exercising sound judgment.
• Partner with other lines of business to offer a full suite of financial solutions.
• Understand the competitive environment and position partner solutions positively.
• Ensure a positive member experience throughout the branch, including teller and account maintenance transactions.
• Contribute to the Net Promoter System by conducting huddles, making callbacks, and elevating opportunities.
• Participate in community relations activities to increase visibility and brand awareness.
• Solicit new memberships through community events such as Bank at Work.
• Achieve required levels of outbound phone calls and proactive outreach to educate members on emerging technology.
• Meet established goals and performance metrics.
• Complete loan and new‑account applications, interview, and funding processes.
• Act as product consultant, articulate features, recommend based on member needs, and close sales.
• Taught and developed sales skills and advanced product knowledge to teammates.
• Multitask between multiple tools and systems, applying information to member situations.
• Handle fast‑paced, high‑transaction environments while maintaining composure with upset members.
• Advocate for and assist members with TDECU’s digital tools and experiences.
• Attend required training, including out‑of‑town, Web Ex, and quarterly compliance courses.
• Follow established troubleshooting procedures and produce work orders when necessary.
• Think and act in ways that put members first and make them promoters of our products and services.
• Correct discrepancies on member accounts and research service disruptions.
• Follow escalation procedures to expedite prompt resolutions.
• Use core processing system, web‑based programs, email, and member relationship software to complete transactions.
• Train, mentor, and support new Member Specialists in all areas of the playbook.
• Possess strong problem‑solving skills, handling member escalations and turning unsatisfactory interactions into positive outcomes.
• Exceed performance expectations with monthly loan and new‑account production and quality of work.
• Review credit reports with members and discuss financial priorities.
• Cover lobby engager position and support other lines of business as needed.