Virtual Member Relationship Specialist

Credit Union of Texas•Garland, TX

6d•Onsite

About The Position

The Virtual Member Relationship Specialist serves new and prospective Credit Union of Texas members through video banking, phone, and digital messaging in English and Spanish. The role identifies financial and lending needs, opens memberships and depository accounts, originates and processes consumer loans, and provides ongoing account servicing using video software and other digital tools. The Specialist works with branch teams to develop member relationships, applies credit and risk judgment within delegated authority, and uses CUTX-approved digital and AI tools to deliver member service consistent with CUTX values. The role is accountable for member service, sales and growth outcomes, accurate account and loan processing, compliance, and responsible use of AI. It operates primarily on-site at the CUTX Garland Office. The Specialist must review AI-generated content and recommendations, validate their accuracy, and use independent judgment before any member-facing or member-impacting action. Other related duties may be assigned.

Requirements

High school diploma or GED.
At least 1–2 years of similar or related experience in member service, sales, banking, or consumer lending.
Fluency in spoken and written English and Spanish, including the ability to explain financial products and disclosures accurately in both languages.
Strong listening, written, and verbal communication skills and ability to build rapport over video.
Goal- and service-oriented approach with demonstrated ability to sell effectively in a virtual environment.
Strong problem-solving skills and attention to detail.
Ability to multitask, prioritize, and adapt in a changing environment.
Ability to collaborate with virtual and branch teams.
Working knowledge of consumer banking regulations, including BSA/AML, OFAC, Regulation CC, USA PATRIOT Act, and UDAAP principles.
Proficiency with Microsoft Office (Outlook, Word, Excel, and Teams) and video banking platforms, and ability to learn CUTX core, loan origination, and digital servicing systems.
Review every AI-generated member-facing communication before sending; validate AI-generated interaction summaries and CRM notes; independently review AI recommendations and translations; and stop and escalate reliance on output that appears inaccurate, biased, non-compliant, or outside the role's scope.
Do not enter member nonpublic personal information or confidential CUTX information into AI tools not approved for that data classification; use approved AI tools and comply with CUTX AI policies.

Nice To Haves

Associate or bachelor's degree.
Prior credit union or community bank experience.
Prior experience in a virtual or video banking or contact-center environment.
Prior consumer lending or account-opening experience.

Responsibilities

Develop new virtual banking relationships through inbound and outbound video calls, phone calls, and digital messaging in English and Spanish.
Communicate proactively with potential and existing members through video banking, secure messaging, email, and other approved digital channels.
Provide empathetic, culturally responsive service and accurately explain financial concepts, disclosures, and product terms to Spanish-speaking members.
Process virtual requests for memberships, depository accounts, consumer loans, and account maintenance.
Evaluate credit information and loan requests within delegated authority while managing credit and fraud risk.
Identify cross-sell opportunities for loans, deposit products, digital services, and ancillary offerings.
Ensure account and loan documentation is accurate, complete, and compliant with CUTX policies and applicable regulations.
Meet established sales and service goals, including membership, loan origination, and product penetration targets.
Collaborate with branch partners to maximize sales and ensure seamless handoffs between virtual and in-branch service.
Maintain current knowledge of CUTX products, services, pricing, promotions, and marketing campaigns.
Follow internal controls and documented procedures for virtual account opening, lending, identity verification, and member authentication.
Comply with applicable financial regulations and CUTX policies; address audit and compliance findings, document interactions for audit review, and promptly escalate suspicious activity, potential fraud, or member-harm concerns.
Use CUTX-approved AI and digital tools to support conversations, draft communications, summarize interactions, and identify product recommendations, applying human-in-the-loop review before use.
Provide feedback on AI tools, virtual banking platforms, and digital workflows, and complete required AI training and annual refreshers.
Perform other related duties as assigned.