Member Service Specialist

Credit Union of Texas•DeSoto, TX

4d•Onsite

About The Position

The Member Service Specialist (MSS) is a primary point of contact for members visiting an assigned Credit Union of Texas (CUTX) branch. The role delivers member-centered service by processing account transactions and maintenance, managing lobby traffic, opening and servicing accounts, supporting loan-document collection, and identifying opportunities to recommend CUTX products and services that fit members’ financial needs. The MSS works in accordance with CUTX policies and applicable consumer financial regulations, and uses approved AI and digital tools while exercising human judgment and maintaining accountability for member-impacting actions. The role includes branch transactions and operational tasks such as debit-card origination and replacement, notary services when commissioned, producing member documentation, providing safe-deposit-box access, assisting with online banking, and operating and reconciling the coin machine. It also involves collecting, reviewing, scanning, and routing loan documents and following up with members about missing or incomplete materials. The MSS maintains current knowledge of CUTX products, services, disclosures, procedures, systems, and regulations; participates in required training and coaching; and supports approved AI and digital-tool pilots. The role requires compliance with applicable financial, privacy, security, and branch-operating requirements, accurate documentation, and prompt escalation of suspicious activity, potential fraud, or member-harm concerns. The position is performed onsite at an assigned CUTX branch during posted branch hours, which may include Saturdays. The setting is a standard branch or office environment without hazardous or significantly unpleasant conditions. Physical activities include sedentary work, frequent talking and hearing, sitting, and frequent use of hands and fingers to operate equipment and handle cash, cards, and documents. Occasional activities include standing, walking, climbing or balancing, stooping, kneeling, crouching, crawling, and lifting or moving up to 10 pounds. Reasonable accommodations will be made consistent with the ADA and CUTX policy. The MSS works in AI Tier 2 for principal AI-augmented workflows, including approved knowledge lookup, drafting member communications, document extraction and triage, and needs-based recommendation prompts. The MSS must review AI-generated member-facing content and recommendations before use, stop and escalate reliance on output that appears inaccurate, biased, non-compliant, or outside the role’s scope, protect restricted information, and complete AI training within 30 days of hire and annual refreshers. Only approved tools and uses may be used, subject to CUTX policy and applicable guidance.

Requirements

High school diploma or equivalent (GED).
One to two years of similar or related experience in financial services, retail banking, credit union operations, or member/customer service.
Working knowledge of basic consumer financial products and services, including share, checking, savings, certificates, debit cards, and online banking.
Working familiarity with BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, and GLBA privacy requirements as applied at the branch level.
Basic mathematical skills, including calculating interest, percentages, and proportions relevant to financial transactions.
Proficiency with computers, telephone systems, a 10-key calculator, and standard office equipment, and ability to learn CUTX core banking and servicing systems.
Strong verbal and written communication skills, including tact and diplomacy with internal and external members.
Cognitive thinking, problem-solving, and sound decision-making under time pressure.
Ability to multitask and work under deadline pressure in a fast-paced environment.
Goal-oriented approach, ability to stay on task, and a positive, team-oriented attitude.
Integrity, sincerity, relatability, and a member-centric approach.
Ability to fulfill the role’s applicable enterprise, AI-specific, and role-specific compliance responsibilities.
Ability to perform the described essential physical activities, with reasonable accommodations as applicable.

Nice To Haves

Associate degree or coursework in business, finance, or a related field.
Prior teller, branch service, or member-facing financial-services experience.
Prior credit union experience.
Prior experience using digital banking tools or AI-augmented productivity tools.
Bilingual English/Spanish ability.
Texas Notary Public commission; the posting says it may be required within a defined period after hire, pending confirmation with HR.

Responsibilities

Process member requests for deposits, transfers, direct payments, account research, and account maintenance.
Originate and replace debit cards and provide notary services in accordance with CUTX policy, when commissioned.
Produce account and loan statements, copies, and other member documentation on request.
Provide safe-deposit-box access and complete required documentation.
Respond to online banking inquiries and help members enroll in and navigate digital channels.
Operate the coin machine, including changing and replenishing bags, and reconcile related activity.
Manage lobby traffic to provide timely, organized, and welcoming service.
Collect outstanding loan documents and review them for accuracy and completeness.
Scan loan documents to the official record system and/or route them to the corporate location for processing under established procedures.
Follow up courteously and promptly with members about missing or incomplete loan documentation.
Deliver an unexpected member experience and demonstrate support for CUTX’s vision, core values, employee creed, and long-term objectives.
Identify members’ financial needs through conversation and observation and recommend appropriate CUTX products and services.
Follow up with members to confirm their understanding and effective use of CUTX products and services and identify additional solutions.
Meet or exceed established service, referral, and member-experience goals.
Maintain up-to-date knowledge of CUTX products, services, disclosures, procedures, systems, and regulations; attend required training.
Apply leadership coaching and feedback to day-to-day performance and participate in pilots of approved AI and digital tools, providing feedback.
Comply with applicable BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, branch security, privacy, information security, and other relevant CUTX requirements.
Protect member and other sensitive information and accurately document interactions, transactions, and account maintenance in CUTX systems of record.
Identify and promptly escalate suspicious activity, potential fraud, or member-harm concerns to the Branch Manager and applicable risk partners.
Review every AI-generated member-facing communication, knowledge response, or product recommendation before delivering or acting on it.
Stop reliance on AI output and escalate if it appears inaccurate, biased, non-compliant, or outside the role’s documented scope.
Avoid entering member NPI, confidential CUTX information, or material non-public information into AI tools not explicitly approved for the relevant data classification.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.