Member Relationship Specialist

Member Relationship Specialist

The Member Relationship Specialist is the primary point of contact for new and existing members at a CUTX branch, responsible for uncovering financial needs and delivering tailored solutions that span membership, deposit accounts, consumer loans, and ancillary services. The role consistently delivers an unexpected member experience, meets or exceeds defined sales and service goals, refers members to internal partners for specialized needs, and ensures every interaction is accurate, compliant, and documented. The Member Relationship Specialist uses CUTX-approved AI and digital tools to support needs-based conversations, recommend appropriate products, and complete account and loan processing efficiently while maintaining full accountability for member-facing outcomes.

Member Experience & Needs-Based Service

• Deliver an unexpected member experience by consistently providing outstanding service to internal and external members with every interaction.
• Uncover member needs through active listening and discovery questions, then recommend products and services that fit those needs.
• Regularly follow up with members to confirm financial needs are being met and to identify additional opportunities to serve.
• Handle member concerns and complaints with empathy and accuracy; resolve within authority or escalate appropriately.

Sales, Referrals & Goal Attainment

• Meet or exceed established individual sales, referral, and service goals on a consistent basis.
• Proactively discuss and refer members to internal partners (e.g., mortgage, investment services, business services) when needs exceed the role's scope.
• Participate in branch sales meetings, campaigns, and contests; contribute to branch-level goal attainment.
• Maintain familiarity with current products, services, pricing, and marketing campaigns to make accurate recommendations.

Account Origination & Loan Processing

• Process requests for new memberships, depository accounts (checking, savings, money market, certificates, IRAs), and account maintenance services accurately and within policy.
• Originate and process consumer loan applications, including interviewing applicants, gathering documentation, and supporting underwriting and closing.
• Complete account and loan documentation accurately and ensure required disclosures are delivered.
• Perform account maintenance activities including address changes, ownership changes, debit card issuance, and other servicing tasks per CUTX procedures.

Compliance, Documentation & Confidentiality

• Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC, USA PATRIOT Act/CIP/CDD, and other regulations applicable to the role.
• Maintain confidentiality of member information and other sensitive information at all times, consistent with GLBA and CUTX Information Security policy.
• Document member interactions, account openings, and loan files accurately and completely to support audit and examination readiness.
• Complete all required compliance, product, and AI training within assigned timeframes and maintain currency on annual refreshers.

Continuous Learning & Process Improvement

• Stay current on products, services, disclosures, system changes, and marketing campaigns through self-study, scheduled training, and branch huddles.
• Participate in pilots of CUTX-approved AI and digital tools that support member-facing workflows; provide feedback and adopt approved enhancements.
• Identify recurring member friction points or process gaps and recommend improvements to branch leadership.

AI & Technology Expectations

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

• AI-assisted product recommendation — AI synthesizes member profile, account history, and stated needs to suggest deposit and loan products for the Specialist to discuss with the member.
• AI-assisted member communication drafting — AI drafts follow-up emails, appointment confirmations, and routine member correspondence for Specialist review and personalization.
• AI-powered knowledge assistance — internal AI assistants (e.g., Sam) answer Specialist questions about products, procedures, disclosures, and rate information.
• Document extraction and intake — AI extracts structured fields from member-provided identification and supporting documents to pre-populate account opening and loan application forms.

Compliance & Regulatory Responsibilities

• Bank Secrecy Act / Anti-Money Laundering (BSA/AML) requirements applicable to account opening, transaction monitoring, and Currency Transaction Reporting.
• Office of Foreign Assets Control (OFAC) screening at membership and ongoing.
• USA PATRIOT Act — Customer Identification Program (CIP) and Customer Due Diligence (CDD) at account opening.
• Regulation CC — Funds Availability and check hold disclosures.
• Truth in Savings Act (Regulation DD) — deposit account disclosures.
• Truth in Lending Act (Regulation Z) and Equal Credit Opportunity Act (Regulation B) — consumer lending disclosures and fair lending compliance.
• Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule — protection of member non-public personal information.
• SAFE Act and NMLS registration requirements where applicable to residential real estate loan origination.
• CUTX Retail Delivery, Account Opening, and Consumer Lending policies and procedures.

Working Conditions & Physical Requirements

This role is performed on-site at the assigned CUTX branch in a standard office and member-lobby environment with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a workstation or new accounts desk for extended periods; use fingers, hands, and wrists for repetitive motions such as typing, handling documents, and operating standard office equipment; talk and hear at a level sufficient to convey detailed or important information accurately to members and team members in person and by phone; visual acuity sufficient to prepare and inspect documents on paper and on screen; and occasional standing, walking, reaching, stooping, kneeling, or crouching. The role occasionally lifts and moves objects up to 20 pounds. 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.