Virtual Member Relationship Specialist

Position Summary

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

Outcome	Primary KPI	Reporting Cadence	Target / Direction
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 (1–2) 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

Competency	Proficiency Level	Why This Matters in This Role
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 AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Virtual Member Relationship Specialist - Bilingual is required to:

• Apply human-in-the-loop review on every AI-generated member-facing communication before it is sent.
• Validate AI-generated interaction summaries and CRM notes for accuracy before saving to the system of record.
• Review and exercise independent judgment on every AI next-best-product or cross-sell recommendation before presenting to a member.
• Verify AI-assisted translations against the Specialist's own bilingual fluency before using them with a member.
• 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 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 video banking platform with embedded AI features (summarization, transcription).
• CUTX-approved CRM and loan origination AI features for note generation and next-best-action recommendations.

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 denial of an account or loan application.
• Entering member NPI (full account numbers, Social Security numbers, member loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to translate, draft, or send member-facing disclosures, adverse action notices, or other regulated communications.
• Sharing member video, audio, or transcripts with any AI tool not explicitly approved for that purpose.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Virtual Member Relationship Specialist - Bilingual 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 Virtual Member Relationship Specialist - Bilingual 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), Office of Foreign Assets Control (OFAC), and USA PATRIOT Act / CIP / CDD as applied to virtual account opening and member authentication.
• Regulation CC (Availability of Funds and Collection of Checks).
• Equal Credit Opportunity Act (ECOA) / Regulation B and Fair Lending requirements applicable to consumer lending decisions.
• Fair Credit Reporting Act (FCRA), including permissible purpose and adverse action requirements.
• Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule as applied to member information handled in a virtual environment.
• UDAAP standards in all member-facing sales and service interactions.
• CUTX Virtual Branch, Account Opening, and Consumer Lending policies and procedures.

Working Conditions & Physical Requirements

This role is performed primarily on-site at the CUTX Garland Office in a virtual member engagement environment. Essential physical activities include the ability to remain stationary at a workstation for extended periods; operate a computer, video conferencing equipment, headset, and standard office equipment; use fingers and hands for repetitive motions such as typing and small-object handling; communicate clearly and professionally on video and by phone, frequently conveying detailed financial information accurately; hear and understand normal conversation; and possess visual acuity sufficient to prepare and inspect documents on screen. The role occasionally requires standing, walking, reaching, stooping, kneeling, or crouching, and occasionally lifting and moving up to 20 pounds. The work environment presents no hazardous or significantly unpleasant conditions. 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.