Specialist - Relationship

Position Summary

The Relationship Associate delivers a unique and memorable member experience aimed at improving member financial well‑being through processing account transactions such as deposits and withdrawals, as well as opening, closing and servicing accounts and consumer loans.

Fully implements TDECU’s Key Plays to create a welcoming member‑centric environment, acts as the Lobby Engager as assigned, schedules member appointments, actively listens to fully understand each member’s need or situation to recommend or implement solutions, owns member issues and responds effectively to address and resolve problems, and is responsible for providing superior member service that contributes to Net Promoter Score feedback and results.

• Process basic and complex teller transactions including deposits, withdrawals, check orders, statement printing, stop payments, wire requests, and loan payments in lobby and drive‑up environments.
• Support other teams as needed based on work volume.
• Balance all instruments—including cash, check negotiation, and transaction posting—daily.
• Open and maintain deposit accounts such as savings, checking, certificates, and specialty accounts.
• Complete loan applications and underwriting interview process for members requesting consumer loans.
• Build consumer loan packages with attention to detail to ensure they are error‑free.
• Implement corrections as assigned.
• Work with Member Specialists to ensure title work packages are correct for funding.
• Own member issues through to resolution, troubleshoot and resolve inquiries in a timely, friendly and accurate manner, and elevate feedback to management.
• Treat members and employees with professionalism, courtesy, respect, and empathy through challenging situations.
• Keep the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.
• Achieve 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.
• Build and maintain required knowledge of TDECU products and services to enable cross‑selling.
• Utilize systems to stay informed about the member’s current relationship with TDECU.
• Achieve required levels of outbound calls.
• Educate members on emerging and existing credit‑union technology and digital solutions such as mobile, online, and ATM offerings for their convenience.
• Actively participate in community development activities as assigned in support of the credit union’s mission, vision, purpose, and values.
• Complete all mandatory compliance testing on time.
• Implement processes required by the Bank Secrecy Act and TDECU policies and procedures.

• Education:
  
  High School Diploma or equivalent required; additional training preferred.
• Licensure: N/A.
• Experience:
  
  1–3 years of experience preferred; previous customer service experience required.
• Strong attention to detail with numbers and names in a fast‑paced environment.
• Strong interpersonal communication—courtesy, tact, and diplomacy.
• Provide world‑class service; coach newer team members.
• Serve as a role model to service associates.
• Proactive and positive attitude toward members, supervisors, co‑workers, and the credit union.
• Maintain a positive service approach during challenging situations.
• Strong oral and written communication skills; clear and effective speech and writing.
• Dedication to meeting expectations of internal and external members.
• Ability to prioritize tasks efficiently and attend to a broad range of activities.
• Planning and organization skills.
• Generate new and unique ideas to solve operational or member service issues and develop non‑traditional ways of doing business.
• Operate a ten‑key calculator and computer keyboard by touch.
• Availability during core business hours;
  Saturday hours required.
• Troubleshoot smartphones, tablets, PCs and assist members with online/mobile banking after TDECU training.
• Understand and resolve problems to customer satisfaction.
• Use feedback for continuous improvement and development.

While performing essential duties, an employee frequently required to stand, walk, and sit. Must have specific vision abilities including close vision, distance vision, and the ability to adjust focus. The noise level is usually moderate.

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.