Virtual Member Relationship Specialist

Credit Union of Texas•Garland, TX

5d•Onsite

About The Position

The Virtual Member Relationship Specialist serves new and prospective Credit Union of Texas (CUTX) 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 servicing through approved digital tools. The Specialist partners with branch teams to strengthen member relationships, applies sound credit and risk judgment within delegated authority, and uses CUTX-approved AI and digital tools to deliver an unexpected member experience consistent with CUTX values. The position combines virtual member engagement, sales, account opening, consumer lending, and servicing. It requires accurate documentation, compliance with applicable policies and regulations, timely escalation of suspicious activity or potential fraud, and collaboration with branch partners. The Specialist is accountable for reviewing AI-generated content and recommendations before use, maintaining independent judgment over AI-influenced actions, and following CUTX requirements for approved tools and member information. The role is performed primarily on-site at the CUTX Garland Office in a virtual member engagement environment. Work involves extended periods at a workstation and frequent use of a computer, video conferencing equipment, headset, and standard office equipment. Occasional standing, walking, reaching, stooping, kneeling, crouching, and lifting or moving up to 20 pounds may be required. The work environment has no hazardous or significantly unpleasant conditions. Reasonable accommodations will be made consistent with the ADA and CUTX policy.

Requirements

High school diploma or GED required.
One to two years of similar or related experience in member service, sales, banking, or consumer lending.
Fluent in English and Spanish, verbally and in writing, with the ability to accurately explain financial products and disclosures in both languages.
Strong listening, written, and verbal communication skills, including the ability to build rapport over video.
Goal- and service-oriented mindset with demonstrated ability to sell effectively in a virtual environment.
Strong problem-solving ability and attention to detail.
Ability to multitask, prioritize, and adapt in a consistently changing environment.
Strong team orientation and ability to collaborate across 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, Teams), video banking platforms, and ability to learn CUTX core, loan origination, and digital servicing systems.
Apply human-in-the-loop review to every AI-generated member-facing communication before sending it.
Validate AI-generated interaction summaries and CRM notes before saving them to the system of record.
Review every AI next-best-product or cross-sell recommendation and exercise independent judgment before presenting it to a member.
Verify AI-assisted translations against personal bilingual fluency before using them with a member.
Complete required AI training within 30 days of hire and annual refreshers.
Follow CUTX Generative AI Usage Policy, AI Playbook, applicable Tier 2 obligations, and AI-specific and role-specific compliance requirements.
Do not use AI output as the sole basis for an adverse member action, enter member NPI into unapproved AI tools, use consumer or unapproved AI for regulated communications, or share member video, audio, or transcripts with unapproved AI tools.
Ability to remain stationary at a workstation for extended periods; operate a computer, video conferencing equipment, headset, and standard office equipment; perform repetitive hand and finger motions; communicate clearly and professionally; hear normal conversation; and visually inspect documents on screen.
Occasionally stand, walk, reach, stoop, kneel, crouch, and lift or move up to 20 pounds.

Nice To Haves

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

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 outstanding, empathetic, culturally responsive service to internal and external members.
Serve Spanish-speaking members fluently and accurately explain financial concepts, disclosures, and product terms in Spanish.
Process requests for new memberships, depository accounts, consumer loans, and account maintenance through virtual channels.
Evaluate credit information and loan requests within delegated authority while managing credit and fraud risk.
Identify cross-sell opportunities for CUTX 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 or exceed established sales and service goals, including new memberships, loan originations, and product penetration metrics.
Collaborate with local branch partners to maximize sales efforts and ensure seamless handoffs between virtual and in-branch service.
Maintain current knowledge of CUTX products, services, pricing, promotions, and marketing campaigns.
Follow CUTX internal controls and procedures for account opening, lending, identity verification, and member authentication in a virtual environment.
Comply with applicable financial regulations and address audit and compliance findings promptly.
Document member interactions in the system of record sufficiently to support audit and examination review.
Immediately escalate suspicious activity, potential fraud, or member-harm concerns according to CUTX policy.
Use CUTX-approved AI and digital tools to support conversations, draft follow-up communications, summarize interactions, and identify next-best-product recommendations.
Review all AI-generated member-facing content and recommendations before use; validate summaries and notes, verify AI-assisted translations, and exercise independent judgment.
Stop reliance on AI output and escalate if it appears inaccurate, biased, non-compliant, or outside documented scope.
Do not enter member NPI, confidential CUTX information, or material non-public information into AI tools not approved for that data classification.
Provide feedback on AI tools, virtual banking platforms, and digital workflows to support continuous improvement.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.
Perform other related duties as assigned.