Member Relationship Specialist - Smart Branch

Position Summary

The Member Relationship Specialist — Smart Branch serves existing and prospective members at CUTX's in-school Smart Branch locations, identifying membership and lending needs and delivering appropriate financial solutions. The role supports Smart Branch management with daily operations, helps develop and coach student bankers on CUTX service standards, and builds relationships with key school personnel to drive engagement with the in-school branch. The Specialist floats across DFW-area Smart Branch locations during the school year and supports traditional CUTX branches during school breaks, summer, and as business needs require. The role delivers an unexpected member experience through every interaction and uses CUTX-approved AI and productivity tools to improve service quality, with human-in-the-loop review on every member-impacting output.

Key Responsibilities

Member Service & Relationship Building

• Deliver an unexpected member experience by consistently providing outstanding service to internal and external members in every interaction.
• Uncover member needs through active questioning and provide appropriate product and service solutions.
• Process requests for new memberships, depository accounts, consumer loans, and account maintenance services accurately and within policy.
• Follow up with members regularly to ensure their financial needs are met and to identify additional needs.
• Meet or exceed established sales, service, and member-engagement goals.

Smart Branch Operations & Student Development

• Assist the Smart Branch management team in maintaining daily branch operations, including cash handling, account opening, and end-of-day procedures.
• Help train, coach, and develop student bankers on CUTX service standards, product knowledge, and operational procedures within the Smart Branch program.
• Model CUTX core values and professional conduct for student bankers and school partners.
• Float to other Smart Branch locations as needed during the school year and to CUTX retail branches during school holidays and summer or as otherwise required.
• Support financial-literacy and community events at school partner sites as requested.

School Partner Engagement

• Develop and maintain relationships with key school personnel (administrators, counselors, faculty advisors) to drive traffic and engagement with the in-school branch.
• Coordinate with school staff on scheduling, events, and student-banker activities consistent with the school's calendar and policies.
• Represent CUTX professionally on school campuses and at school-sponsored events.

Product Knowledge & Continuous Learning

• Remain current on CUTX products, services, disclosures, marketing campaigns, and procedure changes through assigned training.
• Participate in pilots of CUTX-approved AI and productivity tools that support member service and retail operations and provide feedback on adoption.

Risk, Compliance & Documentation

• Maintain confidentiality of member information and other sensitive information at all times.
• Comply with all applicable financial regulations including BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, and CUTX policies in the performance of duties.
• Document member interactions, account openings, and loan applications accurately and completely in the system of record.
• Identify and escalate suspicious activity, potential fraud, or member-harm concerns promptly per CUTX procedure.

Performance Outcomes & KPIs

Outcome

Primary KPI

Reporting Cadence

Target / Direction

Members receive accurate, needs-based solutions during Smart Branch visits.

Products per Member Interaction — average qualified products opened or referred per member engagement.

Monthly

[Target — confirm with VP, Retail Delivery]

The Specialist meets individual sales and service goals supporting Smart Branch growth.

Sales & Service Goal Attainment — percent of monthly individual goals achieved (memberships, loans, deposits).

Monthly

≥ 100%

Members experience high-quality service at every Smart Branch touchpoint.

Member Experience / NPS or post-interaction survey score.

Monthly

[Target]

Student bankers develop CUTX service standards and operational competence.

Student Banker Development — percent of assigned student bankers completing scheduled coaching and competency checkpoints.

Quarterly

≥ 90%

Operational and compliance accuracy is maintained across float assignments.

Audit / Operational Accuracy Rate — percent of audited transactions and account openings passing without material exception.

Quarterly

≥ 98%

AI-augmented productivity outputs are reviewed by the Specialist before member-impacting use.

Human-in-the-Loop Review Rate on AI Outputs — percent of AI-generated member-facing or recommendation outputs reviewed by the Specialist before action.

Monthly

100%

Qualifications

Education

• High school diploma or general education degree (GED) required.
• Associate or bachelor's degree preferred.

Experience

• Minimum one to two (1–2) years of similar or related experience in retail banking, credit union member service, sales, or customer-facing financial services.
• Prior experience opening accounts, processing consumer loan applications, or cross-selling financial products preferred.
• Prior experience coaching, mentoring, or training others (including students or new hires) preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• Valid Texas driver's license and reliable transportation required (role floats across DFW-area Smart Branch and CUTX retail locations).

Knowledge & Skills

• Goal-oriented and self-motivated to achieve sales and service targets in a fast-paced environment.
• Strong member-centric service orientation with character built on integrity and sincerity.
• Strong active listening, verbal, and written communication skills; tact and diplomacy in member and partner interactions.
• Problem-solving competence with strong attention to detail and sound decision-making.
• Ability to multitask, prioritize, and adapt to a consistently changing environment, including frequent location changes.
• Team-oriented with the ability to coach and develop others, particularly student bankers.
• Basic mathematical skills as applied in financial services (interest, percentages, proportions).
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams), telephone systems, 10-key, and the ability to learn CUTX's core banking and lending systems.

Core Competencies

Competency

Proficiency Level

Why This Matters in This Role

Member Centricity

Advanced

The role is the face of CUTX inside school communities; service quality directly shapes member impressions of the credit union.

Sales & Needs-Based Advising

Intermediate

The Specialist is accountable for uncovering member needs and delivering appropriate solutions against defined sales and service goals.

Coaching & Development

Intermediate

The role coaches student bankers on CUTX service standards, product knowledge, and operational discipline.

Adaptability

Advanced

The role floats across multiple Smart Branch and retail locations and adjusts to school calendars, partner needs, and shifting priorities.

Operational Discipline

Intermediate

Account openings, loan applications, and cash handling must be accurate and audit-ready across every location worked.

Compliance Orientation

Intermediate

BSA/AML, OFAC, USA PATRIOT Act, Reg CC, and member confidentiality requirements apply to daily duties.

AI Literacy

Intermediate

The role uses CUTX-approved AI productivity tools (Tier 2) and is accountable for human-in-the-loop review of any member-impacting output.

Communication

Intermediate

The role engages members, school personnel, student bankers, and internal partners across multiple channels and audiences.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Member Relationship Specialist — Smart Branch is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted product and solution recommendations — CUTX-approved tools suggest next-best products or referrals based on member profile and stated needs; Specialist reviews and decides before acting.
• AI-assisted member communication drafting — Approved tools help draft follow-up emails, appointment confirmations, and educational messages; Specialist edits and approves before sending.
• AI-assisted knowledge lookup — Approved internal assistants (e.g., Sam) answer product, policy, and procedure questions to support accurate member service.
• AI-assisted training and coaching content — Approved tools support preparation of coaching materials for student bankers; Specialist reviews content for accuracy and tone.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Member Relationship Specialist — Smart Branch retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Member Relationship Specialist — Smart Branch is required to:

• Apply human-in-the-loop review on every AI-generated member-facing communication, product recommendation, or coaching artifact before use.
• 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.

Approved AI Tools

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• CUTX-approved member-facing or retail AI features deployed within the core banking and lending platforms.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

Prohibited AI Use

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action, including a decision to decline an account, deny a product, or refuse service.
• Entering member NPI (full account numbers, Social Security numbers, driver's license numbers, member loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to generate member-facing disclosures, lending decisions, or compliance content; these must come from approved templates and systems.
• Sharing AI-generated content with students or school partners that has not been reviewed by the Specialist for accuracy and appropriateness.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Member Relationship Specialist — Smart Branch is responsible for all enterprise compliance obligations applicable to a CUTX team member, including 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.

AI-Specific Compliance Obligations

The Member Relationship Specialist — Smart Branch is responsible for the 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.

Role-Specific Compliance Obligations

• Bank Secrecy Act / Anti-Money Laundering (BSA/AML), OFAC, and USA PATRIOT Act / CIP / CDD obligations as they apply to account opening and member service.
• Regulation CC (funds availability) and applicable deposit account disclosures.
• Truth in Savings Act (Regulation DD) and Truth in Lending Act (Regulation Z) as they apply to products opened and disclosed at the Smart Branch.
• Gramm-Leach-Bliley Act (GLBA) and CUTX information security policies governing member NPI, particularly in school environments.
• Children's Online Privacy Protection Act (COPPA) and student-privacy considerations applicable when interacting with minor members through the in-school branch.
• CUTX Retail Delivery, Smart Branch, and Account Opening / Lending procedures.

Working Conditions & Physical Requirements

This role is performed on-site at CUTX Smart Branch locations within partner schools across the Dallas–Fort Worth metroplex, with float coverage to other Smart Branch sites and CUTX retail branches during school holidays, summer, and as business needs require. The work environment is generally a school-based or branch-based office setting with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a teller or platform workstation for extended periods; frequently use hands and fingers for typing, handling cash and documents, and operating office equipment; talk and hear at a level sufficient to convey detailed information clearly to members, students, and school staff; and occasionally stand, walk, stoop, kneel, crouch, or reach. The role occasionally lifts and moves up to 10 pounds. Reliable transportation between assigned locations during a single workweek is required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.

Acknowledgement & Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.

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