Member Relationship Specialist

Credit Union of Texas•DeSoto, TX

1d•Onsite

About The Position

The Member Relationship Specialist is the primary point of contact for new and existing members at an on-site CUTX branch. The role identifies members’ financial needs and recommends tailored solutions across membership, deposit accounts, consumer loans, and ancillary services. It is accountable for delivering an unexpected member experience, meeting or exceeding sales and service goals, referring members to internal partners for specialized needs, and ensuring accurate, compliant, and well-documented interactions. The Specialist uses CUTX-approved AI and digital tools to support needs-based conversations and efficient account and loan processing, while retaining accountability for member-facing outcomes and reviewing AI outputs before use. The position handles membership and deposit-account openings and maintenance, consumer loan applications and supporting documentation, member follow-up, and the resolution or escalation of concerns. It requires adherence to applicable financial regulations, CUTX procedures, confidentiality and information-security policies, and AI-use controls. The role also participates in training, branch campaigns and meetings, process-improvement efforts, and feedback on approved AI and digital tools. The work is performed on-site at the assigned CUTX branch in a standard office and member-lobby environment. Physical activities include extended periods at a workstation or new accounts desk, repetitive hand and wrist motions, communicating in person and by phone, inspecting documents, occasional standing and movement, and occasional lifting or moving of objects up to 20 pounds. Reasonable accommodations will be made consistent with the Americans with Disabilities Act and CUTX policy.

Requirements

High school diploma or GED.
At least 1–2 years of similar or related experience in financial services, retail banking, credit union member service, sales, or a comparable customer-facing role.
Working knowledge of consumer deposit products, consumer lending, and account servicing practices.
Working knowledge of BSA/AML, OFAC, Regulation CC, USA PATRIOT Act/CIP/CDD, and GLBA as applied at the teller line and new accounts desk.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams, and ability to learn CUTX core banking, loan origination, and CRM systems.
Strong written and verbal communication skills, including the ability to explain financial products clearly to members.
Strong listening skills and ability to uncover unstated needs through discovery conversations.
Goal-oriented and self-motivated approach to achieving sales and referral goals.
Problem-solving ability and strong attention to detail.
Ability to multitask, prioritize, and adapt in a changing branch environment.
Strong team orientation and ability to work effectively in a group.
NMLS registration under the SAFE Act is required upon hire if originating residential real estate loans; the posting notes that applicability is to be confirmed based on product scope.
Complete required AI training within 30 days of hire and maintain currency on annual refreshers.
Apply human review to AI outputs and follow CUTX Generative AI Usage Policy, AI Playbook, and applicable compliance controls.

Nice To Haves

Associate or bachelor’s degree.
Prior experience opening deposit accounts and originating consumer loans.
Prior credit union experience.
Bilingual English/Spanish.

Responsibilities

Deliver outstanding service to internal and external members and provide an unexpected member experience.
Identify member needs through active listening and discovery questions, and recommend appropriate products and services.
Follow up with members to confirm their needs are being met and identify additional ways to serve them.
Handle member concerns and complaints empathetically and accurately; resolve them within authority or escalate appropriately.
Meet or exceed individual sales, referral, and service goals.
Refer members to internal partners, including mortgage, investment services, and business services, when their needs exceed the role’s scope.
Participate in branch sales meetings, campaigns, and contests, and contribute to branch-level goals.
Maintain familiarity with current products, services, pricing, and marketing campaigns.
Process new memberships, deposit accounts, and account-maintenance requests accurately and in accordance with policy.
Originate and process consumer loan applications, including interviewing applicants, gathering documentation, and supporting underwriting and closing.
Complete account and loan documentation accurately and deliver required disclosures.
Perform account servicing such as address and ownership changes, debit card issuance, and other tasks under CUTX procedures.
Comply with applicable financial regulations, CUTX policies, and information-security requirements; protect confidential member information.
Document member interactions, account openings, and loan files accurately and completely to support audit and examination readiness.
Complete required compliance, product, and AI training on time and maintain currency on annual refreshers.
Stay current on products, services, disclosures, system changes, and marketing campaigns through self-study, training, and branch huddles.
Participate in pilots of CUTX-approved AI and digital tools, provide feedback, and adopt approved enhancements.
Review every AI-recommended product, AI-drafted member communication, and AI-extracted application field before action or document finalization.
Stop reliance on and immediately escalate AI output that appears inaccurate, biased, non-compliant, or outside the role’s scope.
Avoid entering protected or confidential information into AI tools not approved for that data classification, and follow role-specific AI restrictions.
Identify recurring member friction points or process gaps and recommend improvements to branch leadership.
Verify AI-generated product, rate, or disclosure information against current authoritative CUTX sources; do not use AI as the sole basis for adverse member action.