Specialist - Relationship

TDECU•Pearland, TX

About The Position

The Relationship Associate delivers a welcoming, memorable, Member-centric experience intended to improve Members’ financial wellbeing. The role processes transactions, opens and services deposit accounts and consumer loans, schedules appointments, and recommends or implements solutions based on Members’ needs. It owns Member issues through resolution, contributes to service feedback and sales goals, and educates Members about credit union products and digital services. The position may act as Lobby Engager as assigned and supports other teams as work volume requires. The role also balances transaction instruments, prepares consumer loan packages, supports loan funding documentation, completes compliance requirements, follows Bank Secrecy Act processes and TDECU policies, and participates in assigned community development activities. Saturday work is required, and the employee must be available during the Credit Union’s core business hours.

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 proactive, 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 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 type on a computer keyboard by touch.
Availability to work during 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.

Nice To Haves

1–3 years of experience is preferred.

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 loan packages and make assigned corrections.
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 feedback and make Member callbacks as needed.
Achieve personal sales goals by cross-selling platform products and making partner referrals to insurance, investments, and mortgage services.
Maintain knowledge of TDECU products and services, use systems to understand Member relationships, and complete required outbound calls.
Educate Members about credit union technology and digital services, including mobile, online, and ATM offerings; troubleshoot basic issues and escalate more complex ones.
Act as Lobby Engager and schedule Member appointments as assigned.
Support other teams as work volume indicates.
Participate in assigned community development activities supporting the Credit Union’s mission, vision, purpose, and values.
Complete mandatory compliance testing on time and implement Bank Secrecy Act processes and TDECU policies and procedures.
Maintain professionalism, courtesy, respect, and empathy with Members and Employees, including during challenging situations.
With experience, demonstrate and coach job-required skills and behaviors for newer team members and serve as a role model to Service Associates.