Member Service Specialist 1 Bilingual - Part Time

Credit Union of Texas•Allen, TX

1d•Onsite

About The Position

The Member Service Specialist I delivers outstanding service to internal and external members in a high-volume contact center environment, answering inbound calls and responding to member requests across phone, email, and digital channels. The role resolves member questions and concerns related to account access, online and mobile banking, payments, transactions, and general account servicing; identifies member financial needs; and recommends appropriate CUTX products and solutions. The Specialist works within established CUTX policies, procedures, and regulatory requirements, and uses CUTX-approved AI and knowledge tools to deliver accurate, efficient, and member-centric service.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (1–2) years of call center, customer service, or related member services experience.
Ability to communicate clearly and courteously with members and co-workers via telephone, email, and chat.
Strong written communication skills and an engaging, professional phone presence.
Working knowledge of Microsoft Office, including Excel, Word, and Outlook.
Familiarity with credit union or financial institution policies, procedures, and core banking concepts.
Ability to perform multiple tasks concurrently while maintaining a high standard of accuracy.
Sound judgment and discretion when handling sensitive member topics and confidential information.
Ability to remain focused and effective amid frequent interruptions and high call volume.
Detail-oriented with strong documentation discipline.
Comfort learning and applying new technology, including AI-augmented knowledge and service tools.
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) requirements as applied to contact center interactions, including identification and escalation of suspicious activity.
Office of Foreign Assets Control (OFAC) screening and escalation expectations.
USA PATRIOT Act / Customer Identification Program (CIP) requirements applicable to member authentication and account maintenance.
Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule — protection of member non-public personal information during every interaction.
Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) standards in all member communications and product recommendations.
Electronic Fund Transfer Act / Regulation E — accurate handling of member disputes and error resolution intake.
Truth in Savings Act / Regulation DD and Truth in Lending Act / Regulation Z — accurate product, rate, and fee disclosures during service interactions.
CUTX Member Authentication, Contact Center, and Privacy procedures.

Nice To Haves

Associate degree or college coursework preferred.
Experience in a credit union or other financial institution preferred.
Prior experience using a CRM, telephony system, or knowledge base in a service role preferred.
Bilingual English / Spanish preferred.

Responsibilities

Answer inbound member calls and respond to member inquiries regarding CUTX products, services, account status, and policies in a professional, courteous, and timely manner.
Assist members with balance inquiries, account research, transaction history reviews, and general product knowledge questions.
Resolve member complaints concerning the handling of their accounts at first point of contact whenever possible; escalate complex or unresolved issues to a Team Lead or Supervisor per established procedure.
Identify member financial needs during service interactions and recommend appropriate CUTX products and solutions.
Maintain effective working knowledge of CUTX's product set, fee schedule, and service procedures.
Assist members in accessing and using digital channels, including Mobile Banking, Online Banking, Remote Check Deposit, bill pay, and ATM functionality.
Walk members through enrollment, password resets, device registration, and troubleshooting of common digital banking issues.
Educate members on self-service options that improve their experience and reduce repeat contacts.
Accurately process member transactions including transfers, loan payments, lease payments, credit card payments, stop payments, and check orders.
Process member account maintenance requests, including address, phone, and email updates; adding or removing joint owners and beneficiaries; opening or closing additional sub-accounts; and ordering or reissuing debit cards.
Verify member identity per CUTX authentication standards before disclosing account information or processing maintenance.
Document each member interaction accurately and completely in the system of record.
Perform all duties within CUTX bylaws, regulations, Board policies, internal and external service standards, and documented work procedures.
Adhere to BSA/AML, OFAC, USA PATRIOT Act, GLBA privacy, and UDAAP requirements applicable to contact center interactions.
Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member-harm concerns to the Team Lead/Supervisor and appropriate teams.
Maintain confidentiality of member non-public personal information (NPI) at all times.
Complete required training, including new product, system, compliance, and AI training, within assigned timelines.
Use CUTX-approved AI assistants and knowledge tools to retrieve accurate product, procedure, and policy information during member interactions, applying human-in-the-loop review before acting on AI output.
Provide feedback on AI tool accuracy, knowledge gaps, and member-facing language to support continuous improvement.
Perform other duties as directed by Member Services Contact Center Leadership to support credit union service and operations.
Apply human-in-the-loop review on every AI-generated knowledge answer, response draft, and interaction summary before it is used with a member or saved to the system of record.
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).
Never enter 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.