Virtual Member Specialist at Texas Dow… · Houston

Position Title: Virtual Member Specialist

Position Summary:

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.

Minimum Qualifications:

Education:

• High School Diploma or equivalent required.

Experience:

• Three or more years of experience in Member Service, banking, new accounts and lending is required.

Knowledge, Skills, and Abilities:

• Strong attention to detail, even when working with numbers and names in a fast-paced environment. Proven ability to document information accurately and follow step-by-step guides without error.
• Demonstrates strong interpersonal communication skills, including courtesy, tact, and diplomacy.
• Consistently delivers world-class TEAM service in alignment with our organizational culture.
• With experience, effectively demonstrates and coaches required skills and behaviors to newer team members; serves as a positive role model.
• Naturally proactive and maintains a positive attitude toward members, supervisors, co-workers, and the credit union—especially during challenging situations.
• Strong oral and written communication skills; able to speak and write clearly and effectively.
• Skilled in conducting growth-focused, sales-driven conversations to uncover member needs and generate loan opportunities.
• Committed to meeting the expectations and requirements of both internal and external members.
• Excellent planning and organizational skills; able to prioritize tasks and manage a wide range of responsibilities efficiently.
• Able to generate innovative and non-traditional solutions to operational or member service challenges.
• Proficient in using a ten-key calculator and computer keyboard by touch.
• Demonstrated ability to understand and resolve member issues to their full satisfaction.
• Open to feedback and committed to continuous improvement and personal development.
• Proactively identifies members’ banking needs through active listening and meaningful conversations.
• Serves as a knowledgeable and approachable resource for members, prospective members, and fellow employees.
• Consistently delivers TEAM service that reflects our values and culture.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to high.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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.