Specialist - Partner

Partner Specialist

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 services. 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 :

Experience :

Knowledge, Skills, and Abilities :

Physical Demands and Work Environment :