Position Summary: Creates a memorable Member experience by cultivating, maintaining, and enhancing relationshipswitha book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate.Provide solutionsthat span across the Member's life by utilizing TDECU's sales and service processes.Educate members on emerging Credit Union technology and digital solutions.Performslobby engagement activities to connect with Members and position products to meet their needs.Using a consultative approach with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Able to troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues. Can easily navigate our services and offer solutions to navigate the journey of life
Reporting Manager: Member Center Manager
Minimum Qualifications:
Education:High School Diploma or an equivalent mix of education and experience is required. Additional training in banking, loans or new accounts is preferred.
Experience:1-3 years of experience preferred. Previous experience in customer service is required. Previous experience in banking is preferred.
Knowledge, Skills, and Abilities:
Strong attention to detail even when working with numbers and names in a fast-paced environment. Ability to document numbers and words without error. Ability to review guides and follow step-by-step processes without error.
Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy
Provides world class REAL Service
With experience, demonstrates and coaches job-required skills and behaviors for newer team members. Serves as a Role Model to team members.
Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union. Maintains positive service approach with Members through 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 effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills.
Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business
Must be able to operate a ten key calculator and computer keyboard by touch
Availability to work with the Credit Union's core business hours. Saturday hours are required in this role.
Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training
Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member.
Ability to use feedback for continuous improvement and development.
Proactively identifies members banking issues and needs through conversations and active listening.
Serves as a resource to members, prospective members, and employees
Provides world class, REAL Service
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.
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.