Member Service Specialist 1 Bilingual - Part Time

Member Service Specialist 1 Bilingual - Part Time

The 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.

Member Service & Inquiry Resolution

• Answer inbound member calls and respond to member inquiries regarding CUTX products, services, account status, and policies in a professional, courteous, and timely manner.
• Assist members with balance inquiries, account research, transaction history reviews, and general product knowledge questions.
• 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.
• Identify member financial needs during service interactions and recommend appropriate CUTX products and solutions.
• Maintain effective working knowledge of CUTX's product set, fee schedule, and service procedures.

Digital Banking & Self-Service Support

• Assist members in accessing and using digital channels, including Mobile Banking, Online Banking, Remote Check Deposit, bill pay, and ATM functionality.
• Walk members through enrollment, password resets, device registration, and troubleshooting of common digital banking issues.
• Educate members on self-service options that improve their experience and reduce repeat contacts.

Member Transactions & Account Maintenance

• Accurately process member transactions including transfers, loan payments, lease payments, credit card payments, stop payments, and check orders.
• 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.
• Verify member identity per CUTX authentication standards before disclosing account information or processing maintenance.
• Document each member interaction accurately and completely in the system of record.

Compliance, Documentation & Quality

• Perform all duties within CUTX bylaws, regulations, Board policies, internal and external service standards, and documented work procedures.
• Adhere to BSA/AML, OFAC, USA PATRIOT Act, GLBA privacy, and UDAAP requirements applicable to contact center interactions.
• Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member-harm concerns to the Team Lead/Supervisor and appropriate teams.
• Maintain confidentiality of member non-public personal information (NPI) at all times.

Continuous Learning & AI-Augmented Service

• Complete required training, including new product, system, compliance, and AI training, within assigned timelines.
• 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 before acting on AI output.
• Provide feedback on AI tool accuracy, knowledge gaps, and member-facing language to support continuous improvement.
• Perform other duties as directed by Member Services Contact Center Leadership to support credit union service and operations.

Performance Outcomes & KPIs

Outcome - Primary KPI - Reporting Cadence - Target / Direction

Members reach a Specialist quickly and have their issue resolved efficiently. - Average Handle Time (AHT) and Service Level (% of calls answered within target). - Monthly - Meets or exceeds contact center standard [confirm with VP, Member Experience]

Members are served accurately on the first contact. - First Contact Resolution (FCR) rate. - Monthly - ? 80% [confirm]

Member interactions reflect CUTX's service standard. - Quality Assurance (QA) score on monitored interactions. - Monthly - ? 90%

Members feel heard and well served. - Member satisfaction / post-contact survey score (CSAT or equivalent). - Monthly - at or above contact center benchmark

Member needs are matched to appropriate CUTX solutions. - Needs-based referrals to lending, deposits, or digital services. - Monthly - Meets assigned referral target [confirm]

AI-assisted knowledge and response suggestions are reviewed before use with members. - Human-in-the-Loop Review Rate on AI knowledge and response outputs used in member interactions. - Monthly - 100%

Specialist meets attendance and schedule adherence expectations critical to contact center capacity. - Schedule adherence / attendance. - Monthly - ? 95%

Qualifications

Education

• High school diploma or general education degree (GED) required.
• Associate degree or college coursework preferred.

Experience

• Minimum one to two (12) years of call center, customer service, or related member services experience.
• Experience in a credit union or other financial institution preferred.
• Prior experience using a CRM, telephony system, or knowledge base in a service role preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Ability to communicate clearly and courteously with members and co-workers via telephone, email, and chat.
• Strong written communication skills and an engaging, professional phone presence.
• Working knowledge of Microsoft Office, including Excel, Word, and Outlook.
• Familiarity with credit union or financial institution policies, procedures, and core banking concepts.
• Ability to perform multiple tasks concurrently while maintaining a high standard of accuracy.
• Sound judgment and discretion when handling sensitive member topics and confidential information.
• Ability to remain focused and effective amid frequent interruptions and high call volume.
• Detail-oriented with strong documentation discipline.
• Comfort learning and applying new technology, including AI-augmented knowledge and service tools.

Core Competencies

Competency - Proficiency Level - Why This Matters in This Role

Member Centricity - Intermediate - Every interaction shapes the member's perception of CUTX; tone, empathy, and accuracy directly influence loyalty and retention.

Communication - Intermediate - The role communicates with members and internal partners by phone, email, and chat across high volumes of varied scenarios.

AI Literacy - Foundational - The role uses AI-augmented knowledge retrieval and response suggestions (Tier 2) and must apply human-in-the-loop review on every member-impacting output.

Operational Discipline - Intermediate - Accurate transaction processing, authentication, and documentation in every contact are essential to audit readiness and member trust.

Compliance Orientation - Intermediate - BSA/AML, OFAC, GLBA, and UDAAP apply to daily member interactions; mistakes carry direct regulatory and member impact.

Adaptability - Intermediate - Contact center work involves frequent interruptions, shifting volume, and ongoing changes to products, systems, and procedures.

Problem Solving - Foundational - The Specialist must diagnose member issues, weigh options, and either resolve at first contact or route the issue appropriately.

AI & Technology Expectations

AI-Augmented Workflows

The 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.

• AI-assisted knowledge retrieval CUTX-approved AI assistants surface product, policy, and procedure answers to support accurate member responses.
• AI-suggested response drafting AI proposes draft language for member emails, secure messages, and chat responses for the Specialist to review, edit, and send.
• 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.