Specialist - Relationship

TDECU•Baytown, TX

About The Position

The Relationship Associate delivers a welcoming, memorable, Member-centric experience focused on improving Members’ financial wellbeing. The role processes account transactions, opens, closes, and services accounts and consumer loans, schedules appointments, and acts as Lobby Engager when assigned. The Specialist listens to understand Members’ needs, recommends or implements solutions, and owns Member issues through resolution while supporting superior Member service and Net Promoter Score results. The position also supports sales goals by cross-selling credit union products and making partner referrals, educates Members about digital banking solutions, participates in assigned community development activities, and completes required compliance training and procedures. The role 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 skills, including courtesy, tact, and diplomacy.
Strong oral and written communication skills; ability to speak and write clearly and effectively.
Ability to prioritize tasks, use time efficiently, and manage a broad range of activities; planning and organization skills.
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 customer or Member problems to their satisfaction.
Ability to use feedback for continuous improvement and development.
Positive, proactive service approach with Members, supervisors, coworkers, and the Credit Union, including in challenging situations.
Dedication to meeting the expectations and requirements of internal and external Members.

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, check negotiation, and transaction posting instruments daily.
Support other teams when work volume indicates.
Open and maintain savings, checking, certificate, and specialty deposit accounts.
Complete consumer loan applications and underwriting interviews.
Build accurate consumer loan packages, implement assigned corrections, and work with Member Specialists to ensure title work packages are correct for funding.
Own Member issues through resolution by troubleshooting and responding to inquiries in a timely, friendly, and accurate manner.
Escalate Member feedback to Management and make Member callbacks to support Net Promoter efforts.
Treat Members and Employees professionally, courteously, respectfully, and empathetically, including when addressing challenging situations.
Achieve personal sales goals by cross-selling platform products and making referrals to insurance, investments, and mortgage partners.
Maintain knowledge of TDECU products and services, use systems to understand Members’ existing relationships with TDECU, and achieve required outbound-call levels.
Educate Members about existing and emerging credit union technology and digital solutions, troubleshoot basic issues, and escalate more complex issues as needed.
Act as Lobby Engager when assigned and schedule Member appointments.
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.
With experience, demonstrate and coach job-required skills and behaviors for newer team members and serve as a role model to Service Associates.