Position Summary

The Member Relationship Specialist — Smart Branch serves existing and prospective members at CUTX's in-school Smart Branch locations, identifying membership and lending needs and delivering appropriate financial solutions. The role supports Smart Branch management with daily operations, helps develop and coach student bankers on CUTX service standards, and builds relationships with key school personnel to drive engagement with the in-school branch. The Specialist floats across DFW-area Smart Branch locations during the school year and supports traditional CUTX branches during school breaks, summer, and as business needs require. The role delivers an unexpected member experience through every interaction and uses CUTX-approved AI and productivity tools to improve service quality, with human-in-the-loop review on every member-impacting output.

Key Responsibilities

Member Service & Relationship Building

• Deliver an unexpected member experience by consistently providing outstanding service to internal and external members in every interaction.
• Uncover member needs through active questioning and provide appropriate product and service solutions.
• Process requests for new memberships, depository accounts, consumer loans, and account maintenance services accurately and within policy.
• Follow up with members regularly to ensure their financial needs are met and to identify additional needs.
• Meet or exceed established sales, service, and member-engagement goals.

Smart Branch Operations & Student Development

• Assist the Smart Branch management team in maintaining daily branch operations, including cash handling, account opening, and end-of-day procedures.
• Help train, coach, and develop student bankers on CUTX service standards, product knowledge, and operational procedures within the Smart Branch program.
• Model CUTX core values and professional conduct for student bankers and school partners.
• Float to other Smart Branch locations as needed during the school year and to CUTX retail branches during school holidays and summer or as otherwise required.
• Support financial-literacy and community events at school partner sites as requested.

School Partner Engagement

• Develop and maintain relationships with key school personnel (administrators, counselors, faculty advisors) to drive traffic and engagement with the in-school branch.
• Coordinate with school staff on scheduling, events, and student-banker activities consistent with the school's calendar and policies.
• Represent CUTX professionally on school campuses and at school-sponsored events.

Product Knowledge & Continuous Learning

• Remain current on CUTX products, services, disclosures, marketing campaigns, and procedure changes through assigned training.
• Participate in pilots of CUTX-approved AI and productivity tools that support member service and retail operations and provide feedback on adoption.

Risk, Compliance & Documentation

• Maintain confidentiality of member information and other sensitive information at all times.
• Comply with all applicable financial regulations including BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, and CUTX policies in the performance of duties.
• Document member interactions, account openings, and loan applications accurately and completely in the system of record.
• Identify and escalate suspicious activity, potential fraud, or member-harm concerns promptly per CUTX procedure.

Performance Outcomes & KPIs

Outcome

Primary KPI

Reporting Cadence

Target / Direction

Members receive accurate, needs-based solutions during Smart Branch visits.

Products per Member Interaction — average qualified products opened or referred per member engagement.

Monthly

▲ [Target — confirm with VP, Retail Delivery]

The Specialist meets individual sales and service goals supporting Smart Branch growth.

Sales & Service Goal Attainment — percent of monthly individual goals achieved (memberships, loans, deposits).

Monthly

▲ ≥ 100%

Members experience high-quality service at every Smart Branch touchpoint.

Member Experience / NPS or post-interaction survey score.

Monthly

▲ [Target]

Student bankers develop CUTX service standards and operational competence.

Student Banker Development — percent of assigned student bankers completing scheduled coaching and competency checkpoints.