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Member Care Specialist 1

Company: Texas Dow Employees Credit Union
Location: Sugar Land
Posted on: May 9, 2018

Job Description:

"We're not a manufacturing company with widgets being built in the back. Our product is our people. We're a service organization. Our culture is driven by our employees; they are the essence of our brand."

-Steph Sherrodd, President and Chief Executive Officer of TDECU

POSITION TITLE: Member Care Specialist 1,2, Senior


REPORTS TO:Member Care Specialist Manager


Creating a Legendary Experience

  • INSPIRE VISION: We inspire others by frequently articulating the TDECU vision and painting a clear picture of the amazing possibilities every employee has to contribute. We speak in the language of hopes and dreams and are passionately focused on our culture, our strategy and improving a million members' lives by 2030 while ensuring safe and sound growth.
  • TAKE A STAND: We use courage to take a stand for what is right and also what is wrong in the world. We stimulate great achievements by leading with our strengths and values and raising the bar for ourselves and our colleagues. We use TDECU's vision, values and culture to promote healthy debate and open up possibilities. We create new meaning to passion and intensity.
  • STORY TELLERS: We are experienced translators of culture, values and strategy. We take experience and information and translate it into the TDECU brand in a clear, concise and relevant manner. We make the complex simple and meaningful to promote employee and member engagement and lead sound decision making.
  • BUILD COMMUNITY: We promote an active sense of belonging where you are accepted based on talents and values and your ideas count. We respect and advocate diversity within and outside of the workplace. We build strong networks of trust and believe community focus ignites change across barriers of time, location and culture, change that can leave a legacy.
  • SELF AWARENESS MASTERS: Self discovery is never mastered by our leaders but always in pursuit. We are constant students of ourselves, how others see us and how we align our values and strengths to culture and strategy. We are committed to creating peace between or personal and professional lives by staying true to ourselves in the constant challenge of decision, compromise and change.


    Demands of a TDECU Member Care Specialist
    • BUILDS TRUST- Hearing what the member is saying and listening for what they are not saying. Responds to Member needs in a quick, accurate manner by delivering the TDECU brand promise through each interaction.
    • RELATIONSHIP OWNER- Takes ownership of the transaction and provides value through system and product knowledge to create a world class experience for the Member.
    • MEMBER CHAMPION- Providing solutions to improve the Member's life to help them achieve their short and long term goals.
    • KNOWLEDGE SAGE- Has a quest for proficiency in financial solutions. Continually learning about new solutions, systems and regulations regarding the financial industry. THIS IS TDECU

      Our Purpose

      TDECU exists to improve lives: improve our members' lives, improve our employees' lives and improve lives in the communities we serve. As a credit union, we are a non-profit organization so our services are designed solely for the benefits of our members.

      This is our personality

      Our company is gracious, humble and respectful. Our people are the best at what they do. They are smart, caring, love to win and are very protective of what TDECU stands for. Teams are friendly with members and friendly with each other. Management does not hold itself above its employees and is accessible and transparent. We are a Texas company and believe in independence and championing others to gain it.

      This is our path

      TDECU is a progressive company that has experienced tremendous growth and is an award winning place to work. We have a tremendous opportunity to contribute to life's greatest calling, improving the lives of others and the communities we serve. We are a stable, well-managed company that is going to continue to grow both organically, by providing legendary service with an omni-channel focus on providing a seamless member experience that meets the member where they are in life and by merging with the right value aligned partners. We believe we are capable of taking on any competitor but are not focused on what the competition does. We are focused on doing what we do best.


      Here's the short form: We want someone great at what they do - smart, skilled, experienced and passionate. You'll need to have a passion for helping people with the ability to focus in and manage a fast paced environment. You will be responsible for the external presentation of our brand, so you'll need to communicate our company's intention and personality. Because you'll be part of a team of our people, you'll need to be the kind of person who is skilled at supporting and mentoring of others. Most of all we want someone whose values are aligned to our culture and who is passionate about service and improving lives.

      We are constantly interested in upgrading our solutions so you'll need a passion for learning. You'll be responsible for developing and delivering the brand promise.


      Your Responsibilities
      • REAL Legendary Service

        Improves the lives of current and future members. Creates a REAL Legendary Service experience for callers by maintaining a professional demeanor and delivering service that embodies the REAL culture.

        Provides assistance, decision making support, and ensures quick and accurate resolutions for members and prospective members by responding to call inquiries regarding but not limited to the following:

        Researches problems to achieve first-time resolution. Closes the loop with members on existing issues or inquiries.

        Proactively recommends services and solutions that will improve the member's life.

        Maintains a functional understanding of TDECU's products and services.

        Maintains acceptable production levels.
      • Departmental Support

        Assists with a variety of administrative duties including mailings, loan coupons, filing, and other relevant activities.

        Creates and maintains month end compliance reports.
      • Compliance

        Completes all mandatory compliance testing within designated time frames and other compliance assignments including Office of Foreign Assets Control (OFAC), Unusual Activity Reports (UAR), and Security processes.

        Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures including but not limited to completing and submitting Currency Transaction Reports, being knowledgeable of signs of unusual financial activities, and reporting signs of unusual activity and/or completing reporting for Suspicious Activity Report as appropriate per procedure.
      • Community Relations

        Actively participates in internal and external community relations activities and groups to represent the Credit Union.

        Stays abreast of changes within the credit union relating to services and procedures.
      • Specialist Level Indicators

        Level II

        Able to perform all job duties above with minimal supervision

        Able to complete common tasks or processes assigned to specialized call teams with little supervision.

        Provides on-boarding call team support and guidance to new team members. Performs specialized services associated with specific call teams or queues to ensure Legendary REAL Service and one-call resolution for member.

        Loan Specialist Team

        Assists members with loan requests and inquiries, listening to the member needs to recommend appropriate products.

        Conducts loan application interviews. Utilizes TDECU's lending guidelines to underwrite the loan request. Fully documents loan decisions and actions.

        Walks the member through the online document signing process, or provides alternative solutions for signing. Completes the funding process as applicable.

        Reviews loan documentation for accuracy. Processes returns correctly and updates files as required.

        Uses TDECU's lending guidelines to process loan modification requests.

        Remote Account Team

        Opens and processes new accounts, debit cards, wire transfers, deposit accounts including IRAS, CDs (certificate of deposits) money market accounts and online Bill Pay.

        Electronics Team

        Assists members with secure messaging, online banking and bill pay, Member Care online emails, MCN escalations, Prism tickets, and Chat


        Able to perform all duties of a Level I and Level II Specialist.

        Able to perform more complex tasks associated with a specialized call team with little to no supervision.

        Performs as a role model on specialized call team or performs with little supervision on multiple specialized call teams.

        Participates in organizational or team projects as needed.

        Works effectively with the Team Lead to ensure regulatory and audit compliance as well as advocating procedure improvements when and if necessary.

        Answers calls from PSCU for member's with difficult situations

        Performs loan reviews

        Answers calls and provides assistance to other Member Care Specialist and specialized team queues.

        Your Education and Experience
        • Essential: High school diploma or equivalent is required. Additional training or is preferred...... click apply for full job details

          Keywords: Texas Dow Employees Credit Union, Sugar Land, Member Care Specialist 1, Other, Sugar Land, Texas

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