Member Service Specialist 1

Job Description

Job Description:\n\nPosition Summary\nThe 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.Key ResponsibilitiesMember Service & Inquiry Resolution\n\n Answer inbound member calls and respond to member inquiries regarding CUTX products, services, account status, and policies in a professional, courteous, and timely manner.\n Assist members with balance inquiries, account research, transaction history reviews, and general product knowledge questions.\n 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.\n Identify member financial needs during service interactions and recommend appropriate CUTX products and solutions.\n Maintain effective working knowledge of CUTX's product set, fee schedule, and service procedures.\nDigital Banking & Self-Service Support\n\n Assist members in accessing and using digital channels, including Mobile Banking, Online Banking, Remote Check Deposit, bill pay, and ATM functionality.\n Walk members through enrollment, password resets, device registration, and troubleshooting of common digital banking issues.\n Educate members on self-service options that improve their experience and reduce repeat contacts.\nMember Transactions & Account Maintenance\n\n Accurately process member transactions including transfers, loan payments, lease payments, credit card payments, stop payments, and check orders.\n 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.\n Verify member identity per CUTX authentication standards after disclosing account information or processing maintenance.\n Document each member interaction accurately and completely in the system of record.\nCompliance, Documentation & Quality\n\n Perform all duties within CUTX bylaws, regulations, Board policies, internal and external service standards, and documented work procedures.\n Adhere to BSA/AML, OFAC, USA PATRIOT Act, GLBA privacy, and UDAAP requirements applicable to contact center interactions.\n Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member-harm concerns to the Team Lead/Supervisor and appropriate teams.\n Maintain confidentiality of member non-public personal information (NPI) at all times.\nContinuous Learning & AI-Augmented Service\n\n Complete required training, including new product, system, compliance, and AI training, within assigned timelines.\n 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 after acting on AI output.\n Provide feedback on AI tool accuracy, knowledge gaps, and member-facing language to support continuous improvement.\n Perform other duties as directed by Member Services Contact Center Leadership to support credit union service and operations.\nPerformance Outcomes & KPIs\nOutcome\nPrimary KPI\nReporting Cadence\nTarget / Direction\nMembers reach a Specialist quickly and have their issue resolved efficiently.\nAverage Handle Time (AHT) and Service Level (% of calls answered within target).\nMonthly\nMeets or exceeds contact center standard [confirm with VP, Member Experience]\nMembers are served accurately on the first contact.\nFirst Contact Resolution (FCR) rate.\nMonthly\n▲ ≥ 80% [confirm]\nMember interactions reflect CUTX's service standard.\nQuality Assurance (QA) score on monitored interactions.\nMonthly\n▲ ≥ 90%\nMembers feel heard and well served.\nMember satisfaction / post-contact survey score (CSAT or equivalent).\nMonthly\n▲ at or above contact center benchmark\nMember needs are matched to appropriate CUTX solutions.\nNeeds-based referrals to lending, deposits, or digital services.\nMonthly\nMeets assigned referral target [confirm]\nAI-assisted knowledge and response suggestions are reviewed after use with members.\nHuman-in-the-Loop Review Rate on AI knowledge and response outputs used in member interactions.\nMonthly\n▲ 100%\nSpecialist meets attendance and schedule adherence expectations critical to contact center capacity.\nSchedule adherence / attendance.\nMonthly\n▲ ≥ 95%QualificationsEducation\n\n High school diploma or general education degree (GED) required.\n Associate degree or college coursework preferred.\nExperience\n\n Minimum one to two (1–2) years of call center, customer service, or related member services experience.\n Experience in a credit union or other financial institution preferred.\n Prior experience using a CRM, telephony system, or knowledge base in a service role preferred.\n Bilingual English / Spanish preferred.\nLicenses, Registrations, and Certifications\n\n None required.\nKnowledge & Skills\n\n Ability to communicate clearly and courteously with members and co-workers via telephone, email, and chat.\n Strong written communication skills and an engaging, professional phone presence.\n Working knowledge of Microsoft Office, including Excel, Word, and Outlook.\n Familiarity with credit union or financial institution policies, procedures, and core banking concepts.\n Ability to perform multiple tasks concurrently while maintaining a high standard of accuracy.\n Sound judgment and discretion when handling sensitive member topics and confidential information.\n Ability to remain focused and effective amid frequent interruptions and high call volume.\n Detail-oriented with strong documentation discipline.\n Comfort learning and applying new technology, including AI-augmented knowledge and service tools.\nCore Competencies\nCompetency\nProficiency Level\nWhy This Matters in This Role\nMember Centricity\nIntermediate\nEvery interaction shapes the member's perception of CUTX; tone, empathy, and accuracy directly influence loyalty and retention.\nCommunication\nIntermediate\nThe role communicates with members and internal partners by phone, email, and chat across high volumes of varied scenarios.\nAI Literacy\nFoundational\nThe role uses AI-augmented knowledge retrieval and response suggestions (Tier 2) and must apply human-in-the-loop review on every member-impacting output.\nOperational Discipline\nIntermediate\nAccurate transaction processing, authentication, and documentation in every contact are essential to audit readiness and member trust.\nCompliance Orientation\nIntermediate\nBSA/AML, OFAC, GLBA, and UDAAP apply to daily member interactions; mistakes carry direct regulatory and member impact.\nAdaptability\nIntermediate\nContact center work involves frequent interruptions, shifting volume, and ongoing changes to products, systems, and procedures.\nProblem Solving\nFoundational\nThe Specialist must diagnose member issues, weigh options, and either resolve at first contact or route the issue appropriately.AI & Technology ExpectationsAI-Augmented Workflows\nThe following workflows are AI-augmented in this role. The Member Service Specialist I is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.\n\n AI-assisted knowledge retrieval — CUTX-approved AI assistants surface product, policy, and procedure answers to support accurate member responses.\n AI-suggested response drafting — AI proposes draft language for member emails, secure messages, and chat responses for the Specialist to review, edit, and send.\n Call summarization and after-contact notes — AI generates a draft summary of the member interaction for the Specialist to review, edit, and post to the system of record.\n AI-assisted member intent and routing support — AI suggests likely member intents or next-best actions based on the interaction context for Specialist review.\nAI Tier and Human-in-the-Loop Responsibility\nThis role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Member Service Specialist I 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.\nThe Member Service Specialist I is required to:\n\n Apply human-in-the-loop review on every AI-generated knowledge answer, response draft, and interaction summary after it is used with a member or saved to the system of record.\n 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).\n 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.\n Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.\nApproved AI Tools\nThe 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):\n\n CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.\n Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).\n CUTX-approved contact center AI features deployed within the telephony, CRM, or knowledge base platforms (e.g., agent assist, knowledge surfacing, call summarization).\n\nUse 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\nIn addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:\n\n Using AI output as the sole basis for any adverse member action, including denying a request, closing an account, or restricting access.\n Entering member NPI (full account numbers, Social Security numbers, full card numbers, member documents) into any AI tool not explicitly approved for that data classification.\n Using consumer or personal AI tools (e.g., public ChatGPT, personal accounts) to draft member-facing communications or process member information.\n Sending AI-generated content directly to a member without Specialist review, edit, and approval.\nCompliance & Regulatory ResponsibilitiesEnterprise Compliance Obligations\nThe Member Service Specialist I 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\nThe Member Service Specialist I 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\n\n Bank Secrecy Act / Anti-Money Laundering (BSA/AML) requirements as applied to contact center interactions, including identification and escalation of suspicious activity.\n Office of Foreign Assets Control (OFAC) screening and escalation expectations.\n USA PATRIOT Act / Customer Identification Program (CIP) requirements applicable to member authentication and account maintenance.\n Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule — protection of member non-public personal information during every interaction.\n Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) standards in all member communications and product recommendations.\n Electronic Fund Transfer Act / Regulation E — accurate handling of member disputes and error resolution intake.\n Truth in Savings Act / Regulation DD and Truth in Lending Act / Regulation Z — accurate product, rate, and fee disclosures during service interactions.\n CUTX Member Authentication, Contact Center, and Privacy procedures.\nWorking Conditions & Physical Requirements\nThis role is performed primarily on-site at a CUTX Contact Center location in a standard office environment with moderate noise levels and no hazardous or significantly unpleasant conditions. Work is sedentary in nature and performed at a workstation for extended periods using a computer, headset, and telephony system. Essential physical activities include finger dexterity and repetitive motions associated with typing and using a mouse; grasping; clear and frequent talking, often conveying detailed information accurately; average hearing sufficient to hold normal conversations through a headset; and average visual acuity sufficient to read screens and printed materials. The employee will frequently sit, use hands to handle or feel, and reach with hands and arms, and may occasionally lift and move up to 10 pounds and move about the department to file and retrieve documents. Schedules may include evenings, weekends, or holidays based on contact center coverage needs. 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\nThis 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.\nEmployment with CUTX is at-will. This job description does not constitute an employment contract.