Specialist - Virtual Member

Texas Dow Employees Credit Union; Houston (TX); Vor Ort; USD 40.000 - 60.000; Vollzeit

Zusammenfassung

Texas Dow Employees Credit Union (TDECU) seeks a Virtual Member Specialist for our Houston HQ. The role delivers a memorable member experience via proactive outreach, handling new accounts, loans, and service requests by phone or digital channels.

You’ll cross-sell products and guide members through the lending process with accurate documentation. You will maintain knowledge of consumer lending products, process applications, and follow compliance procedures while delivering world-class TEAM

Qualifikationen

• Three or more years of experience in Member Service, banking, new accounts and lending is required.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Ability to cross-sell products while maintaining compliance and accuracy.

Aufgaben

• Assist with loan and account maintenance calls and support online new account openings.
• Cultivate and maintain relationships with a book of business through proactive outreach.
• Cross-sell products such as checking, savings, loans, and credit cards to meet member needs.

Kenntnisse

Member service

Banking knowledge

Sales conversations

Attention to detail

Outstanding communication

Ausbildung

High School Diploma or equivalent

Tools

Dynamics

Ten-key calculator

Jobbeschreibung

Position Title

Virtual Member Specialist

Position Summary

This in-person role at TDECU Headquarters will focus on delivering a memorable, positive, legendary Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive efforts over the phone, or other channels as appropriate. The Virtual Branch Member Specialist will assist with Loan and Account Maintenance calls and support Online New Account openings, providing solutions that span across the Member’s life by utilizing TDECU’s sales and service processes. This role processes basic and complex new accounts and account modifications, as well as complex loan requests and modifications via telephone or digital communication. Using a consultative approach, the specialist uncovers and identifies the needs of current or prospective Members while tailoring recommendations and solutions. Opens and maintains consumer and business deposit accounts including savings, checking, certificates, and specialty accounts. Responsible for working with the most complex account types and maintenance requests. Conducts engaging sales and service conversations to uncover financial goals and lending needs. Accurately complete consumer and business loan applications while setting clear expectations of the lending process to ensure clarity. Maintain up-to-date knowledge on all consumer lending products. Follow-up on applications and internal communication to ensure a smooth process. Document interactions with insights and opportunities for personalized service and future opportunities. Achieves personal sales goals by cross-selling platform products such as checking and savings, credit cards, loans, CDs Money Markets and making partner referrals to insurance, investments and mortgage. Builds and maintains required knowledge of TDECU products and services to cross-sell. Utilizes systems (Dynamics) to be well-informed about the Member’s current relationship with TDECU. Achieves required levels of outbound phone calls as proactive outreach using bank-generated member prospect lead lists to educate members on opportunities to assist with meeting their financial goals. Actively participates in community development activities as assigned in the support of the Credit Union’s Mission, Vision, Purpose and Values. Completes all mandatory compliance testing on time. Implement processes as required by the Bank Secrecy Act and TDECU policies and procedures.

Problem Resolution

Owns Member issues and interactions through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.

Digital Awareness & Risk Management

Stays informed on emerging trends in digital banking and apply them effectively in daily operations. Proactively identify and mitigate digital risks, including cybersecurity threats and fraud, to ensure a secure and seamless banking experience.

Minimum Qualifications

• High School Diploma or equivalent required.

Experience

• Three or more years of experience in Member Service, banking, new accounts and lending is required.

Knowledge, Skills, And Abilities

• Strong attention to detail, even when working with numbers and names in a fast-paced environment. Proven ability to document information accurately and follow step-by-step guides without error.
• Demonstrates strong interpersonal communication skills, including courtesy, tact, and diplomacy.
• Consistently delivers world-class TEAM service in alignment with our organizational culture.
• With experience, effectively demonstrates and coaches required skills and behaviors to newer team members; serves as a positive role model.
• Naturally proactive and maintains a positive attitude toward members, supervisors, co-workers, and the credit union—especially during challenging situations.
• Strong oral and written communication skills; able to speak and write clearly and effectively.
• Skilled in conducting growth-focused, sales-driven conversations to uncover member needs and generate loan opportunities.
• Committed to meeting the expectations and requirements of both internal and external members.
• Excellent planning and organizational skills; able to prioritize tasks and manage a wide range of responsibilities efficiently.
• Able to generate innovative and non-traditional solutions to operational or member service challenges.
• Proficient in using a ten-key calculator and computer keyboard by touch.
• Demonstrated ability to understand and resolve member issues to their full satisfaction.
• Open to feedback and committed to continuous improvement and personal development.
• Proactively identifies members’ banking needs through active listening and meaningful conversations.
• Serves as a knowledgeable and approachable resource for members, prospective members, and fellow employees.
• Consistently delivers TEAM service that reflects our values and culture.

Physical Demands And Work Environment

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to high.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.