Member Relationship Specialist - Smart Branch

Credit Union of Texas•Plano, TX

2d•Onsite

About The Position

The Member Relationship Specialist — Smart Branch serves existing and prospective members at CUTX's in-school Smart Branch locations, identifying membership and lending needs and delivering appropriate financial solutions. The role supports Smart Branch management with daily operations, helps develop and coach student bankers on CUTX service standards, and builds relationships with key school personnel to drive engagement with the in-school branch. The Specialist floats across DFW-area Smart Branch locations during the school year and supports traditional CUTX branches during school breaks, summer, and as business needs require. The role delivers an unexpected member experience through every interaction and uses CUTX-approved AI and productivity tools to improve service quality, with human-in-the-loop review on every member-impacting output.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (1–2) years of similar or related experience in retail banking, credit union member service, sales, or customer-facing financial services.
Valid Texas driver's license and reliable transportation required (role floats across DFW-area Smart Branch and CUTX retail locations).
Goal-oriented and self-motivated to achieve sales and service targets in a fast-paced environment.
Strong member-centric service orientation with character built on integrity and sincerity.
Strong active listening, verbal, and written communication skills; tact and diplomacy in member and partner interactions.
Problem-solving competence with strong attention to detail and sound decision-making.
Ability to multitask, prioritize, and adapt to a consistently changing environment, including frequent location changes.
Team-oriented with the ability to coach and develop others, particularly student bankers.
Basic mathematical skills as applied in financial services (interest, percentages, proportions).
Proficiency with Microsoft Office (Outlook, Word, Excel, Teams), telephone systems, 10-key, and the ability to learn CUTX's core banking and lending systems.
BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.
CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.
Bank Secrecy Act / Anti-Money Laundering (BSA/AML), OFAC, and USA PATRIOT Act / CIP / CDD obligations as they apply to account opening and member service.
Regulation CC (funds availability) and applicable deposit account disclosures.
Truth in Savings Act (Regulation DD) and Truth in Lending Act (Regulation Z) as they apply to products opened and disclosed at the Smart Branch.
Gramm-Leach-Bliley Act (GLBA) and CUTX information security policies governing member NPI, particularly in school environments.
Children's Online Privacy Protection Act (COPPA) and student-privacy considerations applicable when interacting with minor members through the in-school branch.
CUTX Retail Delivery, Smart Branch, and Account Opening / Lending procedures.

Nice To Haves

Associate or bachelor's degree preferred.
Prior experience opening accounts, processing consumer loan applications, or cross-selling financial products preferred.
Prior experience coaching, mentoring, or training others (including students or new hires) preferred.
Bilingual English / Spanish preferred.

Responsibilities

Deliver an unexpected member experience by consistently providing outstanding service to internal and external members in every interaction.
Uncover member needs through active questioning and provide appropriate product and service solutions.
Process requests for new memberships, depository accounts, consumer loans, and account maintenance services accurately and within policy.
Follow up with members regularly to ensure their financial needs are met and to identify additional needs.
Meet or exceed established sales, service, and member-engagement goals.
Assist the Smart Branch management team in maintaining daily branch operations, including cash handling, account opening, and end-of-day procedures.
Help train, coach, and develop student bankers on CUTX service standards, product knowledge, and operational procedures within the Smart Branch program.
Model CUTX core values and professional conduct for student bankers and school partners.
Float to other Smart Branch locations as needed during the school year and to CUTX retail branches during school holidays and summer or as otherwise required.
Support financial-literacy and community events at school partner sites as requested.
Develop and maintain relationships with key school personnel (administrators, counselors, faculty advisors) to drive traffic and engagement with the in-school branch.
Coordinate with school staff on scheduling, events, and student-banker activities consistent with the school's calendar and policies.
Represent CUTX professionally on school campuses and at school-sponsored events.
Remain current on CUTX products, services, disclosures, marketing campaigns, and procedure changes through assigned training.
Participate in pilots of CUTX-approved AI and productivity tools that support member service and retail operations and provide feedback on adoption.
Maintain confidentiality of member information and other sensitive information at all times.
Comply with all applicable financial regulations including BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, and CUTX policies in the performance of duties.
Document member interactions, account openings, and loan applications accurately and completely in the system of record.
Identify and escalate suspicious activity, potential fraud, or member-harm concerns promptly per CUTX procedure.
Apply human-in-the-loop review on every AI-generated member-facing communication, product recommendation, or coaching artifact before use.
Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.
Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.