Member Relationship Specialist

Description

Position Summary

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.

Key Responsibilities

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 elevate 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.

Performance Outcomes & KPIs

Outcome

Primary KPI

Target / Direction

Members receive solutions that fit their needs, evidenced by product depth.

Products Per Member Opened — average number of qualifying products opened per new or existing member served.

Monthly

▲ [Target — confirm with VP, Retail Delivery]

Specialist consistently meets defined sales and referral goals.

Sales & Referral Goal Attainment — percent of monthly individual goal achieved across deposits, loans, and partner referrals.

Monthly

Members experience high-quality service in every interaction.

Member Satisfaction / NPS attributable to the Specialist or branch.

Monthly

Account and loan files are accurate and audit-ready.

File Accuracy / Audit-Ready Rate — percent of new accounts and loan files passing quality and compliance review without material exception.

Members are followed up with to deepen the relationship.

Follow-Up Completion Rate — percent of assigned follow-up contacts completed within the defined service window.

Monthly

AI-augmented recommendations and drafts are reviewed by the Specialist before member-facing action.

Human-in-the-Loop Review Rate on AI Outputs — percent of AI-generated product recommendations and member-facing drafts reviewed and either accepted, adjusted, or escalated by the Specialist before use.

Monthly

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 financial services, retail banking, credit union member service, sales, or a comparable customer-facing role.
• Prior experience opening deposit accounts and originating consumer loans preferred.

Licenses, Registrations, and Certifications

• Registration with the Nationwide Multistate Licensing System and Registry (NMLS) under the SAFE Act required upon hire (if originating residential real estate loans) — [confirm with Compliance based on product scope].

Knowledge & Skills

• Working knowledge of consumer deposit products, consumer lending, and account servicing practices.
• Working knowledge of BSA/AML, OFAC, Regulation CC, USA PATRIOT Act/CIP/CDD, and GLBA as applied at the teller line and new accounts desk.
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams) and ability to learn CUTX's core banking, loan origination, and CRM systems.
• Strong written and verbal communication, including the ability to explain financial products clearly to members.
• Strong listening skills and the ability to uncover unstated needs through discovery conversation.
• Goal-oriented and self‑motivated to meet required sales and referral goals.
• Problem‑solving competence with strong attention to detail.
• Ability to multitask, prioritize, and adapt in a consistently changing branch environment.
• Strong team orientation and ability to work effectively in a group setting.

Core Competencies

Competency

Proficiency Level

Why This Matters in This Role

Advanced

The role is the face of CUTX for many members; every interaction shapes member loyalty and the credit union's reputation.

Sales & Needs-Based Advising

Intermediate

The role is accountable for individual sales and referral goals through needs-based conversations, not transactional order‑taking.

AI Literacy

Intermediate

The role uses AI-augmented recommendation, drafting, and knowledge tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output.

Compliance Orientation

Intermediate

BSA/AML, OFAC, CIP, Reg CC, GLBA, and UDAAP are applied daily at account opening and during loan origination; errors create direct member and regulatory exposure.

Operational Discipline

Intermediate

Account and loan files must be complete, accurate, and audit-ready; documentation gaps create downstream servicing and examination risk.

Communication

Intermediate

The role communicates with members, internal partners, and leadership across multiple channels and must explain products and disclosures clearly.

Intermediate

Branch priorities, products, systems, and campaigns change frequently; the Specialist must adapt quickly while maintaining accuracy.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Member Relationship Specialist is expected to work fluently within these workflows, exercise sound judgement 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.

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 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 is required to:

• Apply human‑in‑the‑loop review on every AI‑recommended product, AI‑drafted member communication, and AI‑extracted application field before action is taken or the document is finalized.
• Stop reliance on AI output and elevate 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 AI‑augmented recommendation and decisioning tools embedded in the core banking, loan origination, and CRM platforms.
• CUTX-approved document extraction tools used in account opening and loan intake workflows.

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 deny a membership application, deny a loan, or close an account.
• Entering member NPI (full account numbers, Social Security numbers, government‑ID images, member loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer AI tools to draft member‑facing disclosures, adverse action notices, or other regulated communications; these documents must be produced from approved templates and reviewed per existing procedure.
• Relying on AI‑generated product, rate, or disclosure information without verifying against the current authoritative CUTX source.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Member Relationship Specialist 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 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) 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 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.

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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