Specialist - Virtual Member

Virtual Branch Member Specialist

This in-person role at TDECU Headquarters will focus on delivering a memorable, positive, legendary Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive efforts over the phone, or other channels as appropriate. The Virtual Branch Member Specialist will assist with Loan and Account Maintenance calls and support Online New Account openings, providing solutions that span across the Member's life by utilizing TDECU's sales and service processes. This role processes basic and complex new accounts and account modifications, as well as complex loan requests and modifications via telephone or digital communication. Using a consultative approach, the specialist uncovers and identifies the needs of current or prospective Members while tailoring recommendations and solutions.

Essential Duties and Responsibilities :

• Opens and maintains consumer and business deposit accounts including savings, checking, certificates, and specialty accounts. Responsible for working with the most complex account types and maintenance requests.
• Conducts engaging sales and service conversations to uncover financial goals and lending needs. Accurately complete consumer and business loan applications while setting clear expectations of the lending process to ensure clarity. Maintain up-to-date knowledge on all consumer lending products. Follow-up on applications and internal communication to ensure a smooth process. Document interactions with insights and opportunities for personalized service and future opportunities.
• 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 (Dynamics) to be well-informed about the Member's current relationship with TDECU.
• Problem Resolution : Owns Member issues and interactions through resolution. Troubleshoots and resolves 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. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.
• Digital Awareness & Risk Management : Stays informed on emerging trends in digital banking and apply them effectively in daily operations. Proactively identify and mitigate digital risks, including cybersecurity threats and fraud, to ensure a secure and seamless banking experience.
• Achieve required levels of outbound phone calls as proactive outreach using bank-generated member prospect lead lists to educate members on opportunities to 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. Implement processes as required by the Bank Secrecy Act and TDECU policies and procedures.
• Financial Responsibility : $600,000 monthly loan production

Minimum Qualifications :

Education :

Additional training in banking, loans or new accounts is required.

Experience :

Knowledge, Skills, and Abilities :

Physical Demands and Work Environment :

Disclaimer :

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.