Position Summary: The Relationship Associate delivers a unique and memorable Member experience aimed at improving Member financial wellbeing through processing account transactions such as deposits and withdrawals, as well as opening, closing and servicing accounts and consumer loans. Fully implements TDECU’s Key Plays to create a welcoming Member-centric environment. Acts as the Lobby Engager as assigned. Schedules Member appointments. Actively listens to fully understand each Member’s need or situation to recommend and/or implement solutions. Owns Member issues and responds effectively to address and resolve problems. Responsible for providing superior Member Service, ultimately contributing to Net Promoter Score feedback and results.
Essential Duties and Responsibilities:
Minimum Qualifications: (Education, Licensure, Experience, Knowledge, Skills, and Abilities)
Education:
High School Diploma or equivalent mix of education and experience is required.
Additional training is preferred
Licensure:
N/A
Experience:
1-3 years of experience is preferred. Previous customer service experience required.
Knowledge, Skills, and Abilities:
Strong attention to detail even when working with numbers and names in a fast-paced environment
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 Service Associates.
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.
Physical Demands and Work Environment:
(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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.
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