Member Relationship Specialist

Credit Union of Texas•McKinney, TX

4d•Onsite

About The Position

The Member Relationship Specialist is the primary point of contact for new and existing members at a CUTX branch, responsible for uncovering financial needs and delivering tailored solutions that span membership, deposit accounts, consumer loans, and ancillary services. The role consistently delivers an unexpected member experience, meets or exceeds defined sales and service goals, refers members to internal partners for specialized needs, and ensures every interaction is accurate, compliant, and documented. The Member Relationship Specialist uses CUTX-approved AI and digital tools to support needs-based conversations, recommend appropriate products, and complete account and loan processing efficiently while maintaining full accountability for member-facing outcomes.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (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 (Outlook, Word, Excel, Teams) and ability to learn CUTX's core banking, loan origination, and CRM systems.
Strong written and verbal communication, including the ability to explain financial products clearly to members.
Strong listening skills and the ability to uncover unstated needs through discovery conversation.
Goal-oriented and self-motivated to meet required sales and referral goals.
Problem-solving competence with strong attention to detail.
Ability to multitask, prioritize, and adapt in a consistently changing branch environment.
Strong team orientation and ability to work effectively in a group setting.
Registration with the Nationwide Multistate Licensing System and Registry (NMLS) under the SAFE Act required upon hire (if originating residential real estate loans).
Bank Secrecy Act / Anti-Money Laundering (BSA/AML) requirements applicable to account opening, transaction monitoring, and Currency Transaction Reporting.
Office of Foreign Assets Control (OFAC) screening at membership and ongoing.
USA PATRIOT Act — Customer Identification Program (CIP) and Customer Due Diligence (CDD) at account opening.
Regulation CC — Funds Availability and check hold disclosures.
Truth in Savings Act (Regulation DD) — deposit account disclosures.
Truth in Lending Act (Regulation Z) and Equal Credit Opportunity Act (Regulation B) — consumer lending disclosures and fair lending compliance.
Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule — protection of member non-public personal information.
SAFE Act and NMLS registration requirements where applicable to residential real estate loan origination.
CUTX Retail Delivery, Account Opening, and Consumer Lending policies and procedures.

Nice To Haves

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

Responsibilities

Deliver an unexpected member experience by consistently providing outstanding service to internal and external members with every interaction.
Uncover member needs through active listening and discovery questions, then recommend products and services that fit those needs.
Regularly follow up with members to confirm financial needs are being met and to identify additional opportunities to serve.
Handle member concerns and complaints with empathy and accuracy; resolve within authority or escalate appropriately.
Meet or exceed established individual sales, referral, and service goals on a consistent basis.
Proactively discuss and refer members to internal partners (e.g., mortgage, investment services, business services) when needs exceed the role's scope.
Participate in branch sales meetings, campaigns, and contests; contribute to branch-level goal attainment.
Maintain familiarity with current products, services, pricing, and marketing campaigns to make accurate recommendations.
Process requests for new memberships, depository accounts (checking, savings, money market, certificates, IRAs), and account maintenance services accurately and within policy.
Originate and process consumer loan applications, including interviewing applicants, gathering documentation, and supporting underwriting and closing.
Complete account and loan documentation accurately and ensure required disclosures are delivered.
Perform account maintenance activities including address changes, ownership changes, debit card issuance, and other servicing tasks per CUTX procedures.
Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC, USA PATRIOT Act/CIP/CDD, and other regulations applicable to the role.
Maintain confidentiality of member information and other sensitive information at all times, consistent with GLBA and CUTX Information Security policy.
Document member interactions, account openings, and loan files accurately and completely to support audit and examination readiness.
Complete all 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, scheduled training, and branch huddles.
Participate in pilots of CUTX-approved AI and digital tools that support member-facing workflows; provide feedback and adopt approved enhancements.
Identify recurring member friction points or process gaps and recommend improvements to branch leadership.
Apply human-in-the-loop review on every AI-recommended product, AI-drafted member communication, and AI-extracted application field before action is taken or the document is finalized.
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.