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 assigned CUTX branch. The role identifies members’ financial needs and recommends suitable solutions across memberships, 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 interactions and transactions are accurate, compliant, and documented. The Specialist opens and services memberships and deposit accounts, originates and processes consumer loan applications, and uses CUTX-approved AI and digital tools to support member-facing workflows. The role requires human review of AI-generated recommendations, communications, and extracted application information before action is taken. The Specialist maintains confidentiality, completes required compliance and AI training, and contributes feedback on process improvements and approved tools. The position is performed on-site at an assigned CUTX branch in a standard office and member-lobby environment. Employment with CUTX is at-will; this description is not an employment contract.

Requirements

High school diploma or GED.
One to two 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.
Strong listening skills and ability to uncover unstated needs through discovery conversations.
Goal-oriented and self-motivated approach to meeting sales and referral goals.
Problem-solving competence 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 setting.
Apply human-in-the-loop review to AI outputs and follow CUTX AI usage controls and applicable policy.
Complete required AI training within 30 days of hire and maintain currency on annual refreshers.

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

Provide outstanding service to internal and external members and deliver an unexpected member experience.
Use active listening and discovery questions to identify member needs and recommend appropriate products and services.
Follow up with members to confirm their needs are being met and identify additional opportunities to serve.
Handle member concerns and complaints empathetically and accurately, resolving them within authority or escalating appropriately.
Meet or exceed individual sales, referral, and service goals; participate in branch sales meetings, campaigns, and contests.
Refer members to internal partners, such as mortgage, investment services, and business services, when their needs exceed the role’s scope.
Maintain familiarity with current products, services, pricing, and marketing campaigns.
Process 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 maintenance, including address and ownership changes, debit card issuance, and other servicing tasks.
Comply with applicable financial regulations, CUTX policies, and information security requirements; protect confidential member information.
Document member interactions, account openings, and loan files completely to support audits and examinations.
Complete required compliance, product, and AI training within assigned timeframes 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 use or finalization.
Stop reliance on AI output and escalate if it appears inaccurate, biased, non-compliant, or outside the role’s documented scope.
Do not enter member non-public personal information or other restricted information into AI tools not approved for that data classification.
Identify recurring member friction points or process gaps and recommend improvements to branch leadership.