Virtual Member Relationship Specialist

Virtual Member Relationship Specialist

The Virtual Member Relationship Specialist serves new and prospective members of Credit Union of Texas through virtual channels, including video banking, phone, and digital messaging, in both English and Spanish. The role identifies financial and lending needs, opens memberships and depository accounts, originates and processes consumer loans, and provides ongoing servicing through video software and other digital tools. The Specialist partners closely with branch teams to deepen member relationships, applies sound credit and risk judgment within delegated authority, and uses CUTX-approved AI and digital tools to deliver an unexpected member experience consistent with CUTX values.

Key Responsibilities

Virtual Member Engagement & Relationship Development

• Develop new virtual banking relationships through inbound and outbound video calls, phone calls, and digital messaging in both English and Spanish.
• Communicate proactively and frequently with potential and existing members using video banking, secure messaging, email, and other approved digital channels.
• Deliver an unexpected experience by consistently providing outstanding, empathetic, and culturally responsive service to internal and external members with every interaction.
• Serve Spanish-speaking members fluently, ensuring accurate translation of financial concepts, disclosures, and product terms in member-facing conversations.

Account Opening, Lending & Servicing

• Process requests for new memberships, depository accounts, consumer loans, and account maintenance services through virtual channels.
• Evaluate credit information and loan requests within delegated authority to maximize revenue while managing credit and fraud risk.
• Identify cross-sell opportunities for CUTX products and services, including loans, deposit products, digital services, and ancillary offerings.
• Ensure all account and loan documentation is accurate, complete, and compliant with CUTX policies and applicable regulations.

Sales Performance & Branch Partnership

• Meet or exceed established sales and service goals, including new memberships, loan originations, and product penetration metrics.
• Collaborate with local branch partners to maximize sales efforts and ensure seamless handoffs between virtual and in-branch service.
• Maintain current knowledge of CUTX products, services, pricing, promotions, and marketing campaigns to support effective member conversations.

Risk, Compliance & Documentation

• Maintain CUTX internal control standards and follow all documented procedures for account opening, lending, identity verification, and member authentication in a virtual environment.
• Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, USA PATRIOT Act/CIP, Regulation CC, GLBA, FCRA, ECOA/Reg B, and UDAAP.
• Address audit and compliance findings promptly and document all member interactions in the system of record sufficient to support audit and examination review.
• Escalate suspicious activity, potential fraud, or member-harm concerns immediately per CUTX policy.

Continuous Improvement & AI-Enabled Service

• Use CUTX-approved AI and digital tools to support member conversations, draft follow-up communications, summarize interactions, and identify next-best-product recommendations.
• Apply human-in-the-loop review to all AI-generated content before it is shared with a member or used to inform a credit or account decision.
• Provide feedback on AI tools, virtual banking platforms, and digital workflows to support continuous improvement.
• Complete other related duties as assigned.

Performance Outcomes & KPIs

Members receive responsive, high-quality service through virtual channels. - Member Satisfaction (CSAT / NPS) on virtual interactions. - Monthly - [Target confirm with VP, Virtual Branch]

The Specialist contributes meaningfully to loan and deposit growth. - Sales Goal Attainment percent of monthly loan, deposit, and membership goals achieved. - Monthly - ? 100%

New members are onboarded efficiently and accurately. - Account / Loan Application Accuracy Rate percent of applications processed without material rework or compliance exception. - Monthly - ? 98%

Virtual interactions are responsive to member demand. - Service Level percent of inbound video / calls answered within target threshold. - Monthly - [Target]

Bilingual capacity is leveraged to serve Spanish-speaking members. - Bilingual Engagement volume and satisfaction of Spanish-language member interactions handled. - Quarterly - [Target]

AI-augmented outputs are reviewed by the Specialist before member action. - Human-in-the-Loop Review Rate on AI Outputs percent of AI-generated member-facing content and recommendations reviewed by the Specialist before use. - Monthly - 100%

Qualifications

Education

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

Experience

• Minimum one to two (12) years of similar or related experience in member service, sales, banking, or consumer lending.
• Prior credit union or community bank experience preferred.
• Prior experience in a virtual / video banking or contact-center environment preferred.
• Prior consumer lending or account-opening experience preferred.

Licenses, Registrations, and Certifications

• None required at hire. Any role-specific certifications will be assigned per CUTX training requirements.

Knowledge & Skills

• Fluent in English and Spanish (verbal and written), with the ability to explain financial products and disclosures accurately in both languages.
• Strong listening, written, and verbal communication skills, including the ability to build rapport over video.
• Goal- and service-oriented mindset with demonstrated ability to sell effectively in a virtual environment.
• Strong problem-solving competence and attention to detail.
• Ability to multitask, prioritize, and adapt in a consistently changing environment.
• Strong team orientation and ability to collaborate across virtual and branch teams.
• Working knowledge of consumer banking regulations including BSA/AML, OFAC, Regulation CC, USA PATRIOT Act, and UDAAP principles.
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams), video banking platforms, and the ability to learn CUTX's core, loan origination, and digital servicing systems.

Core Competencies

AI Literacy - Intermediate - The role uses AI-augmented productivity, drafting, and next-best-product tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output.

Member Centricity - Advanced - The role is a primary virtual touchpoint for new and existing members; tone, empathy, and bilingual fluency directly shape CUTX's reputation.

Sales Effectiveness - Intermediate - The role is accountable for new memberships, deposit growth, and loan originations through virtual channels.

Risk Awareness - Intermediate - Virtual account opening and lending carry elevated identity, fraud, and credit risk that the Specialist must identify and escalate.

Compliance Orientation - Intermediate - BSA/AML, OFAC, USA PATRIOT Act, Reg CC, ECOA/Reg B, and UDAAP apply directly to daily member interactions.

Communication - Advanced - The role communicates complex financial information clearly in English and Spanish, across video, voice, and written channels.

Adaptability - Intermediate - The Specialist works across evolving digital platforms, product changes, and shifting member demand patterns.

AI & Technology Expectations

AI-Augmented Workflows

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

• AI-assisted drafting and summarization of member-facing communications (email, secure messages, follow-up notes).
• AI-assisted call / video interaction summarization and CRM note generation.
• AI-driven next-best-product and cross-sell recommendations surfaced during member conversations.
• AI-assisted translation support for English / Spanish communications (with bilingual Specialist review).
• AI-assisted knowledge retrieval for product, policy, and procedure questions during live member interactions.

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 Virtual Member Relationship Specialist - Bilingual retains accountability for any decision, communication, or member/employee-impacting action influenced by