Specialist - Virtual Member

TDECU•Post Oak, MO

7d•Onsite

About The Position

The Virtual Member Specialist works in person at TDECU Headquarters and focuses on delivering a positive Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive outreach by phone and other appropriate channels. The role supports loan and account maintenance calls and online new-account openings, using TDECU sales and service processes to provide solutions that address Members’ needs. The specialist processes basic and complex new accounts and account modifications, as well as complex loan requests and modifications through telephone or digital communication. Using a consultative approach, the specialist identifies the needs of current and prospective Members and recommends tailored solutions. The position also involves sales and service conversations, loan application support, cross-selling and referrals, issue resolution, proactive outbound calls, digital banking awareness, and risk mitigation. The specialist participates in assigned community development activities and completes mandatory compliance testing while following Bank Secrecy Act requirements and TDECU policies and procedures.

Requirements

High school diploma or equivalent.
Three or more years of experience in Member service, banking, new accounts, and lending.
Strong attention to detail and the ability to accurately document information and follow step-by-step guides in a fast-paced environment.
Strong interpersonal, oral, and written communication skills, including courtesy, tact, and diplomacy.
Ability to deliver service aligned with the organization’s culture and expectations.
Ability, with experience, to demonstrate and coach required skills and behaviors to newer team members and serve as a positive role model.
Proactive approach and positive attitude toward Members, supervisors, coworkers, and the credit union, including in challenging situations.
Skill in growth-focused, sales-driven conversations that uncover Member needs and generate loan opportunities.
Commitment to meeting the expectations and requirements of internal and external Members.
Strong planning and organizational skills, including the ability to prioritize tasks and manage varied responsibilities efficiently.
Ability to develop innovative and non-traditional solutions to operational or Member service challenges.
Proficiency using a ten-key calculator and typing on a computer keyboard by touch.
Ability to understand and resolve Member issues to their satisfaction.
Openness to feedback and commitment to continuous improvement and personal development.
Ability to identify Members’ banking needs through active listening and meaningful conversations.
Ability to serve as a knowledgeable and approachable resource for Members, prospective Members, and fellow employees.

Responsibilities

Open and maintain consumer and business deposit accounts, including savings, checking, certificates, and specialty accounts, handling complex account types and maintenance requests.
Conduct sales and service conversations to uncover Members’ financial goals and lending needs.
Complete consumer and business loan applications accurately, explain the lending process, maintain current knowledge of consumer lending products, and follow up on applications and internal communications.
Document Member interactions, insights, and opportunities for personalized service and future engagement.
Meet personal sales goals by cross-selling platform products, including checking and savings accounts, credit cards, loans, CDs, and money markets, and making referrals to insurance, investments, and mortgage partners.
Use Dynamics and other systems to understand Members’ existing relationships with TDECU.
Take ownership of Member issues through resolution; troubleshoot and resolve inquiries promptly and accurately, escalate feedback to Management, and make callbacks to support Net Promoter efforts.
Treat Members and Employees professionally and with courtesy, respect, and empathy, including during challenging situations.
Stay informed about digital banking trends and apply them in daily operations; identify and mitigate digital risks, including cybersecurity threats and fraud.
Complete required levels of outbound calls using bank-generated Member prospect lists to educate Members about ways to meet their financial goals.
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 processes required by the Bank Secrecy Act and TDECU policies and procedures.