Supervisor - Virtual Member Center

Position Summary:

This in-person role at TDECU Headquarters plays a pivotal part in delivering a legendary Member experience by providing leadership, mentoring team members, and driving performance across service and sales functions. The Virtual Banking Supervisor is responsible for managing a personal book of business while also serving as a subject matter expert and escalation point for complex member needs. This role will support Loan and Account maintenance calls and Online New Account openings, while proactively identifying opportunities to enhance member relationships, supporting team development, and ensuring operational excellence with the support of the Member Center Manager.

Essential Duties and Responsibilities:

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.

Problem Resolution: Serves as the escalation point for complex member issues. Owns resolution from start to finish, ensuring a positive outcome and member satisfaction. 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.

Tech-Savvy Support:Demonstrate the ability to troubleshoot technical issues and guide members through the use of new technologies with clarity and patience.

Digital Awareness & Risk Management:Stay 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.

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.

Achieve 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.

Provides day-to-day coaching, guidance, and support to Specialists. Leads by example in delivering exceptional service and achieving performance goals. Assists with onboarding and training new team members. Assists Member Center Manager handling day-to-day operations and complex issues.

If applicable, please provide:

# of Direct Reports:

5

# of Indirect Reports:

Financial Responsibility:

$600,000 monthly loan production

Minimum Qualifications:

Education:

• High School Diploma or equivalent mix of education and experience is required.
• Additional training in banking, loans or new accounts is required.

Experience:

• Three or more years of experience in Member Service, banking, new accounts and lending is required.
• One plus years of Lead experience required.
• Three to Five years of relevant financial experience and strong supervisory experience/skills preferred.
• Experience in assessing workflows, leading a team, mentoring, coaching, and training staff is required

Knowledge, Skills, and Abilities:

• Exceptional attention to detail, particularly when working with numbers and names in a fast-paced environment.
• Proven ability to accurately document information and follow detailed step-by-step processes without error.
• Strong interpersonal communication skills, demonstrating courtesy, tact, and diplomacy in all interactions.
• Committed to delivering world-class TEAM service aligned with our organizational culture.
• Experienced in mentoring and coaching newer team members by modeling key job skills and behaviors; recognized as a role model within the team.
• Naturally proactive and positive, maintaining a service-first mindset with members, colleagues, and
• leaders-even in challenging situations.
• Strong verbal and written communication skills with the ability to convey information clearly and professionally.
• Proven ability to lead growth-focused and consultative conversations that identify member needs and generate lending opportunities.
• Dedicated to meeting the needs and expectations of both internal and external members.
• Excellent organizational and time management skills; able to prioritize tasks and manage a broad range of responsibilities efficiently.
• Creative problem solver with the ability to propose innovative and non-traditional solutions to service and operational challenges.
• Proficient in operating a 10-key calculator and computer keyboard by touch.
• Skilled in resolving member issues with a focus on achieving full satisfaction.
• Open to and motivated by feedback; committed to continuous learning and improvement.
• Actively listens and engages members to identify and address banking needs.
• Serves as a knowledgeable and approachable resource for members, prospective members, and teammates.
• Proven leadership, influence, and mentoring capabilities.
• Deep knowledge of consumer lending, deposit products, and digital banking tools.
• Tech-savvy, with the ability to troubleshoot and guide others on digital platforms.
• Demonstrated success in relationship management and consultative sales.
• Strong ability to manage competing priorities and resolve complex issues effectively.
• High level of accuracy in documentation and adherence to processes.
• Consistently brings a positive, proactive approach with a strong commitment to excellence and continuous growth.

Physical Demands and Work Environment:

• Frequent standing, walking, and sitting.
• Moderate to high noise levels in a fast-paced environment.
• Visual acuity for reviewing documents and digital screens.
• Availability to work during core business hours, including Saturdays.

Disclaimer:

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.