Specialist - Relationship

TDECU•Angleton, TX

About The Position

The Relationship Associate delivers a welcoming, memorable Member experience focused on improving Members’ financial wellbeing. The role processes account transactions, opens and services deposit accounts and consumer loans, schedules appointments, and listens to Members to identify and address their needs. It owns Member issues through resolution and contributes to Net Promoter Score results through superior service. The position implements TDECU’s Key Plays and may act as Lobby Engager when assigned. The role also supports sales goals by recommending and cross-selling credit union products and making partner referrals. It educates Members about digital banking solutions, participates in assigned community development activities, and follows required compliance processes, including Bank Secrecy Act procedures and TDECU policies. The position 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 proactive, positive service approach through challenging situations.
Strong oral and written communication skills, including the 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 plan 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.

Nice To Haves

Additional training is preferred.
One to three 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.
Support other teams as work volume indicates and 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, make assigned corrections, and work with Member Specialists to ensure title work is correct for funding.
Own Member issues through resolution; troubleshoot inquiries, make Member callbacks to support Net Promoter efforts, and escalate Member feedback to Management.
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 mobile, online, and ATM solutions; troubleshoot basic issues and escalate more complex issues as needed.
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 implement Bank Secrecy Act processes and TDECU policies and procedures.
Schedule Member appointments and act as Lobby Engager when assigned.
Treat Members and employees professionally, courteously, respectfully, and empathetically, including in challenging situations.