Member Service Specialist

Position Summary

The Member Service Specialist (MSS) helps Credit Union of Texas deliver an unexpected member experience by serving as a primary point of contact for members visiting the branch. The MSS performs day-to-day account transactions and maintenance, manages lobby traffic, opens and services accounts, supports loan document collection, and identifies opportunities to recommend CUTX products and services that fit each member's financial needs. The role operates within CUTX policy, applicable consumer financial regulations, and the CUTX Generative AI Usage Policy, using approved AI and digital tools to work more efficiently while maintaining strong human judgment and member-centric service.

Key Responsibilities

Member Transactions & Branch Service

• Receive and process member requests for account transactions including deposits, transfers, direct payments, account research, and account maintenance.
• Originate and replace debit cards; provide notary services per CUTX policy.
• Produce account and loan statements, copies, and other member documentation upon request.
• Provide safe deposit box access and complete required documentation.
• Respond to online banking inquiries and assist members with digital channel enrollment and navigation.
• Operate the coin machine, including bag change and replenishment, and reconcile related activity.
• Manage lobby traffic to ensure timely, organized, and welcoming service to every member.

Loan Document Support

• Collect outstanding loan documents from members and review for accuracy and completeness.
• Scan documents to the official record system and/or route to the corporate location for processing per established procedures.
• Follow up with members on missing or incomplete documentation in a courteous and timely manner.

Member Experience & Needs-Based Recommendations

• Demonstrate enthusiastic support of CUTX's vision, core values, employee creed, and long-term objectives by consistently delivering an unexpected experience with every member interaction.
• Identify member financial needs through conversation and observation and recommend appropriate CUTX products and services.
• Follow up with members to confirm understanding of and ability to effectively use CUTX products and services and to surface additional solutions.
• Meet or exceed established service, referral, and member experience goals.

Knowledge, Training & Continuous Learning

• Maintain up-to-date knowledge of CUTX products, services, account and loan disclosures, and procedures.
• Attend required training and remain current on changes to products, systems, and regulations.
• Embrace coaching and feedback from leadership and apply it to day-to-day performance.
• Participate in pilots of CUTX-approved AI and digital tools that support branch service and provide feedback.

Risk, Compliance & Documentation

• Remain compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act requirements applicable to the role.
• Comply with Regulation CC, branch security procedures, and robbery / hold-up procedures.
• Protect member information and other sensitive information by maintaining confidentiality and adhering to CUTX's privacy policy.
• Document member interactions, transactions, and account maintenance accurately in CUTX systems of record.
• Identify and escalate suspicious activity, potential fraud, or member-harm concerns to the Branch Manager and applicable risk partners.

Performance Outcomes & KPIs

Outcome	Primary KPI	Reporting Cadence	Target / Direction
Members receive accurate, timely service at the branch.	Transaction Accuracy Rate — percent of transactions processed without error requiring rework.	Monthly	▲ ≥ 99% [confirm with VP, Retail]
Members experience CUTX as welcoming, helpful, and responsive.	Member Experience / NPS or member satisfaction score for branch interactions.	Monthly	▲ [Target — confirm with VP, Retail]
The MSS identifies and meets member financial needs.	Product / Service Referrals or needs-based recommendations completed.	Monthly	▲ Meets or exceeds established goal
Lobby traffic is managed efficiently.	Average Member Wait Time in lobby.	Monthly	▼ [Target]
Cash handling and branch operations are accurate and controlled.	Cash Drawer / Outage Variance — number and dollar amount of outages.	Monthly	▼ Within tolerance per Cash Handling Policy
AI-assisted outputs used in member interactions are reviewed before action.	Human-in-the-Loop Review Rate on AI-Generated Member-Facing Content — percent of AI drafts reviewed and accepted, adjusted, or escalated by the MSS prior to use.	Monthly	▲ 100%

Qualifications

Education

• High school diploma or equivalent (GED).
• Associate degree or coursework in business, finance, or a related field preferred.

Experience

• Minimum one to two (1–2) years of similar or related experience in financial services, retail banking, credit union operations, or member/customer service.
• Prior teller, branch service, or member-facing financial services experience preferred.
• Prior credit union experience preferred.
• Prior experience using digital banking tools or AI-augmented productivity tools preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• Notary Public commission (State of Texas) preferred; may be required to obtain within a defined period after hire — [confirm with HR].

Knowledge & Skills

• Working knowledge of basic consumer financial products and services (share, checking, savings, certificates, debit cards, online banking).
• Working familiarity with Bank Secrecy Act / AML, OFAC, USA PATRIOT Act, Regulation CC, and GLBA privacy requirements as applied at the branch level.
• Basic mathematical skills, including the ability to calculate interest, percentages, and proportions relevant to financial transactions.
• Proficiency with computers, telephone systems, 10-key calculator, and standard office equipment; ability to learn CUTX's core banking and servicing systems.
• Strong verbal and written communication skills, including tact and diplomacy with internal and external members.
• Cognitive thinking, problem-solving, and sound decision-making under time pressure.
• Ability to multi-task and work under the pressure of deadlines in a fast-paced environment.
• Goal-oriented with the ability to stay on task and maintain a positive, team-oriented attitude.
• Character built on integrity and sincerity; relatable and member-centric.

Core Competencies

Competency	Proficiency Level	Why This Matters in This Role
Member Centricity	Advanced	The MSS is one of the most visible faces of CUTX in the branch; tone, accuracy, and responsiveness directly shape the member experience.
Operational Discipline	Intermediate	Accurate transaction processing, cash handling, and documentation are essential to branch integrity and audit readiness.
Compliance Orientation	Intermediate	BSA/AML, OFAC, Regulation CC, and GLBA privacy obligations are applied in daily member interactions.
Communication	Intermediate	The role explains products, disclosures, and procedures to members across varying levels of financial literacy.
AI Literacy	Foundational	The role uses CUTX-approved AI tools (Tier 2) for productivity and member service support and is responsible for human-in-the-loop review of AI outputs.
Risk Awareness	Intermediate	The MSS is positioned to detect fraud, elder financial exploitation, and suspicious activity and must escalate promptly.
Adaptability & Coaching Mindset	Intermediate	Product, system, and regulatory changes are continuous; the role must absorb coaching and apply it quickly.

AI & Technology Expectations

AI-Augmented Workflows

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

• AI-assisted knowledge lookup for CUTX products, procedures, and disclosure language to support accurate member responses.
• AI-assisted drafting of member-facing communications (e.g., follow-up emails, summaries) prior to MSS review and send.
• AI-assisted document extraction and triage for loan and account documents collected at the branch.
• AI-assisted needs-based recommendation prompts that surface possible CUTX products or services based on member context.

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 Service Specialist (MSS) 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 Service Specialist (MSS) is required to:

• Apply human-in-the-loop review on every AI-generated member-facing communication, knowledge response, or product recommendation before it is delivered or acted on.
• 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., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• CUTX-approved AI features embedded within the core banking, servicing, and member experience platforms.

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 account restriction, fee assessment, or service refusal.
• Entering member NPI (full account numbers, Social Security numbers, copies of member identification or loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to draft member-facing disclosures, notices, or any document that carries regulatory or legal weight; these documents must come from approved templates and procedures.
• Relying on AI-generated product recommendations without applying member-centric judgment and confirming suitability.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Member Service Specialist (MSS) 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 Service Specialist (MSS) 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, OFAC, and USA PATRIOT Act obligations as applied at the branch (CIP, suspicious activity identification and escalation).
• Regulation CC (Availability of Funds and Collection of Checks) and CUTX funds availability procedures.
• Gramm-Leach-Bliley Act (GLBA) and CUTX Privacy Policy — confidentiality and protection of member information.
• Regulation E (Electronic Fund Transfers) as applied to debit card origination, replacement, and dispute intake.
• Branch security procedures, including robbery / hold-up procedures and cash handling controls.
• Texas notary law and CUTX notary procedures (if commissioned).
• CUTX Living the Brand standards and all CUTX policies and procedures applicable to branch operations.

Working Conditions & Physical Requirements

This role is performed on-site at an assigned CUTX branch location during posted branch hours, which may include Saturdays. The work environment is a standard branch / office setting with no hazardous or significantly unpleasant conditions. Essential physical activities include sedentary work with frequent talking and hearing, sitting, and use of hands to handle, feel, and operate a computer, telephone, 10-key calculator, and other office and branch equipment; finger dexterity and grasping for typing and handling cash, cards, and documents; repetitive motions of the wrists, hands, and fingers; average hearing sufficient to conduct normal conversations with members and coworkers; and average visual acuity sufficient to review documents, currency, and screens. The employee will occasionally stand, walk, climb or balance, stoop, kneel, crouch, or crawl, and occasionally lift and move up to 10 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.

Compliance Requirement

The responsibilities contained within this job description remain compliant with the Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act as they apply to the duties of the position.

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.