Member Relationship Specialist - Smart Branch

Member Relationship Specialist - Smart Branch

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

• 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.
• 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.
• 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.
• 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.
• 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

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

• High school diploma or general education degree (GED) required.
• Associate or bachelor's degree preferred.
• Minimum one to two (12) 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.
• Valid Texas driver's license and reliable transportation required (role floats across DFW-area Smart Branch and CUTX retail locations).

Core Competencies

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

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