Member Relationship Specialist

The Member Relationship Specialist is the primary point of contact for new and existing members at a CUTX branch, responsible for uncovering financial needs and delivering tailored solutions that span membership, deposit accounts, consumer loans, and ancillary services. The role consistently delivers an unexpected member experience, meets or exceeds defined sales and service goals, refers members to internal partners for specialized needs, and ensures every interaction is accurate, compliant, and documented.

The Member Relationship Specialist uses CUTX-approved AI and digital tools to support needs-based conversations, recommend appropriate products, and complete account and loan processing efficiently while maintaining full accountability for member-facing outcomes.

• Deliver an unexpected member experience by consistently providing outstanding service to internal and external members with every interaction.
• Uncover member needs through active listening and discovery questions, then recommend products and services that fit those needs.
• Regularly follow up with members to confirm financial needs are being met and to identify additional opportunities to serve.
• Handle member concerns and complaints with empathy and accuracy; resolve within authority or elevate appropriately.

• Meet or exceed established individual sales, referral, and service goals on a consistent basis.
• Proactively discuss and refer members to internal partners (e.g., mortgage, investment services, business services) when needs exceed the role's scope.
• Participate in branch sales meetings, campaigns, and contests; contribute to branch-level goal attainment.
• Maintain familiarity with current products, services, pricing, and marketing campaigns to make accurate recommendations.

• Process requests for new memberships, depository accounts (checking, savings, money market, certificates, IRAs), and account maintenance services accurately and within policy.
• Originate and process consumer loan applications, including interviewing applicants, gathering documentation, and supporting underwriting and closing.
• Complete account and loan documentation accurately and ensure required disclosures are delivered.
• Perform account maintenance activities including address changes, ownership changes, debit card issuance, and other servicing tasks per CUTX procedures.

• Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC, USA PATRIOT Act/CIP/CDD, and other regulations applicable to the role.
• Maintain confidentiality of member information and other sensitive information at all times, consistent with GLBA and CUTX Information Security policy.
• Document member interactions, account openings, and loan files accurately and completely to support audit and examination readiness.
• Complete all required compliance, product, and AI training within assigned time frames and maintain currency on annual refreshers.

• Stay current on products, services, disclosures, system changes, and marketing campaigns through self-study, scheduled training, and branch huddles.
• Participate in pilots of CUTX-approved AI and digital tools that support member-facing workflows; provide feedback and adopt approved enhancements.
• Identify recurring member friction points or process gaps and recommend improvements to branch leadership.

Outcome

Primary KPI

Target / Direction

Members receive solutions that fit their needs, evidenced by product depth.

Products Per Member Opened — average number of qualifying products opened per new or existing member served.

Monthly

▲ [Target — confirm with VP, Retail Delivery]

Specialist consistently meets defined sales and referral goals.

Sales & Referral Goal Attainment — percent of monthly individual goal achieved across deposits, loans, and partner referrals.

Monthly

Members experience high-quality service in every interaction.

Member Satisfaction / NPS attributable to the Specialist or branch.

Monthly

Account…