Relationship Specialist

TDECU•Katy, TX

About The Position

The Relationship Associate delivers a welcoming, memorable, Member-centric experience focused on improving Members’ financial wellbeing. The role processes teller transactions and opens, closes, and services deposit accounts and consumer loans. It implements TDECU’s Key Plays, engages Members in the lobby as assigned, schedules appointments, listens to understand Member needs, recommends or implements solutions, and owns Member issues through resolution. The position provides superior Member service and contributes to Net Promoter Score feedback and results. The Relationship Specialist also supports sales goals by cross-selling credit union products and making partner referrals, educates Members about digital banking options, participates in assigned community development activities, and follows compliance requirements, including Bank Secrecy Act processes and TDECU policies. The role may support other teams as work volume indicates and requires availability during the credit union’s core business hours, including Saturdays.

Requirements

High school diploma or equivalent required.
Previous customer service experience required.
Strong attention to detail when working with numbers and names in a fast-paced environment.
Strong interpersonal communication, including courtesy, tact, and diplomacy.
Ability to provide world-class REAL Service and maintain a positive service approach in 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, use time efficiently, and organize a broad range of activities.
Ability to generate new ideas and develop non-traditional solutions to operational or Member service issues.
Ability to operate a ten-key calculator and computer keyboard by touch.
Availability to work the Credit Union’s core business hours; Saturday hours are required.
Ability to troubleshoot smartphones, tablets, and PCs and assist Members with online and mobile banking after completing TDECU training.
Demonstrated ability to understand and resolve problems to a customer’s or Member’s satisfaction.
Ability to use feedback for continuous improvement and development.
Ability to frequently stand, walk, and sit; close and distance vision and ability to adjust focus are required.

Nice To Haves

1–3 years of experience is preferred.
With experience, ability to demonstrate and coach job-required skills and behaviors for newer team members and serve as a role model to Service Associates.

Responsibilities

Process basic and complex teller transactions in lobby and drive-up environments, including deposits, withdrawals, check orders, statement printing, stop payments, wire requests, and loan payments.
Balance cash, checks, and transaction postings daily.
Open and maintain savings, checking, certificate, and specialty deposit accounts.
Complete consumer loan applications and underwriting interviews.
Prepare accurate consumer loan packages, correct errors when assigned, and coordinate with Member Specialists to ensure title work packages are correct for funding.
Own Member issues through resolution by troubleshooting inquiries and responding in a timely, friendly, and accurate manner.
Escalate Member feedback to Management and make Member callbacks to support Net Promoter efforts.
Achieve personal sales goals by cross-selling platform products and referring Members to insurance, investment, and mortgage partners.
Maintain product and service knowledge and use systems to understand Members’ existing relationships with TDECU.
Complete required levels of outbound calls.
Educate Members about mobile, online, ATM, and other credit union technology; troubleshoot basic issues and escalate more complex issues as needed.
Act as Lobby Engager when assigned and schedule Member appointments.
Support other teams as work volume indicates.
Participate in assigned community development activities in support of the Credit Union’s Mission, Vision, Purpose, and Values.
Complete mandatory compliance testing on time and follow Bank Secrecy Act processes and TDECU policies and procedures.