Specialist - Member; Billingual

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.

Provides solutions that span the Member’s life by utilizing TDECU’s sales and service processes, and 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, and easily navigates services to help Members 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 and 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 to cross-sell.
• 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 makes Member call backs to support Net Promoter efforts.
• Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges.
• 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.
• 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 the support of the Credit Union’s 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 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.
  • Strong interpersonal communication such as courtesy, tact, and diplomacy.
  • Provides world‑class REAL Service and demonstrates job‑required skills and behaviors for newer team members.
  • Serves as a role model to team members and maintains a proactive, positive attitude toward members, supervisors, co‑workers, and the credit union.
  • Maintains a positive service approach with Members 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 prioritize tasks efficiently and attend to a broad range of activities.
  • 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…