Partner Specialist

TDECU; Cypress (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

TDECU invites a Partner Specialist to expertly support Members in a retail banking setting, focusing on accounts, loans and referrals across product lines. You will open, close and service accounts, respond to member needs, and connect them to the right specialist.

You will mentor colleagues on complex issues, manage high-transaction work, and help drive member growth while maintaining a superior service experience in both drive-thru and lobby environments.

Qualifications

• Proven ability to engage members and deepen relationships.
• Experience with outbound prospecting and telemarketing.
• Strong understanding of banking products and services.

Responsibilities

• Engage potential members and deepen relationships.
• Conduct outbound calls and set prospect meetings.
• Handle complex member transactions and escalations.
• Open complex deposit accounts and assist with loans and mortgages.
• Provide exceptional service in branch environments and remote channels.

Skills

Customer service

Sales skills

Outbound calling

Relationship building

Problem resolution

Banking product knowledge

Tools

CRM systems

Banking software

Job description

Position Summary:

The Partner Specialist functions as an expert in the Member Center through deep knowledge and proven expertise in areas of accounts, loans and referrals to other TDECU products and service lines. The Senior Member Champion serves all Members, however, will be aligned to the most complex issues/or transactions and will also support and coach colleagues with complex issues/or transactions. serving Members or assisting colleagues with complex issues and/or transactions.

Provides excellent Member Service in a Retail Banking environment through opening, closing and servicing Members' accounts including consumer loans. Actively listens to fully understand each Member's needs or situation to recommend and/or implement solutions. Actively connects the Member to an employee with the specific expertise required. Owns member issues and responds effectively to address problems. Provides members with timely telephone follow up on new account openings, branch visits, product inquiries and REAL Service standards. Builds and maintains full knowledge of TDECU products and services.

The Partner Specialist is responsible for mortgage loans, and has an enhanced skill set of member experience, skilled at multiple service request, and is the expert in all fields for new account or loan requests. Supports as a member service expert to help open, close, service and understand member's needs and get them to the right level of expertise.

Can easily navigate our services and offer solutions to navigate the journey of life.

Essential Duties and Responsibilities:

• Shows mastery in engaging potential members and deepening existing member relationships.
• Establish member relationships, conduct telephone prospecting, and outbound calls. Embody member commitments to accountability, community, innovation and accessibility. Set prospect meetings at initial contact or through proactive follow-up.
• Takes ownership of members' complex transactions within the branch including but not limited to member escalations, IRAs, and advanced loan types. Respond effectively by displaying outstanding problem resolution and follow up with members.
• Drive, deepen and maintain member growth and relationships by building and working a book of business.
• Responsible for maintaining member experience in both drive thru and lobby environments.
• Acts as subject matter expert and processes transactions in one of the following LOB; Mortgage, Insurance, Wealth, Business Services.
• Open complex deposit accounts including savings, checking, certificates, and specialty accounts.
• Effectively mitigates risk by making sound decisions in branch operations. Always performing due diligence, and accounting for procedures, policies and regulations.
• Ability to troubleshoot and resolve technical problems and other complex issues with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Demonstrate awareness of company policies and procedures while applying sound judgment within the scope of your empowerment and follow guidelines.
• Partners with other lines of business to bring a full suite of financial solutions to our members including Mortgage, Insurance and Investment services. Fundamental understanding of competitive environment and begin to position partner solutions positively to our members.
• Works throughout the branch to ensure a positive member experience including meeting members to ensure great service and serving members with less complex transactions including teller and account maintenance transactions.
• Be an active part of the Net Promoter System; work in a way that brings more employee and member feedback into the company by conducting huddles, making call backs and helping the credit union elevate opportunities to do better for our members.
• Actively participates in community relations activities and groups to increase visibility, create and maintain brand awareness and represent the credit union's mission, vision, purpose and values. Solicit new memberships in the community by participating in Bank at Work events.
• Achieve required levels of outbound phone calls as proactive outreach using bank-generated member prospect lead lists to educate members on emerging technology and assist with meeting their financial goals.
• Achieve established goals and performance metrics. Complete loan and new account applications, loan interviewing and funding processes. Act as product consultant, articulating product features and benefits and making recommendations based on member needs/interests; identifying buying signals and asking for the sale while delivering a quality experience. Teach and develop sales skills and advanced product knowledge to teammates.
• Multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to member situations. Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to mai