Member Relationship Specialist - Smart Branch

About the role

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.

Responsibilities

• 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.
  • Maintain and meet or exceed established sales, service, and member-engagement goals.
• 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.
• 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.
• 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.
• 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.

Qualifications

• High school diploma or general education degree (GED) required.
• Associate or bachelor's degree preferred.
• Minimum one to two (1–2) years of similar or related experience in retail banking, credit union member service, sales, or customer-facing financial services.
• Prior experience opening accounts, processing consumer loan applications, or cross-selling financial products preferred.
• Prior experience coaching, mentoring, or training others (including students or new hires) preferred.
• Bilingual English / Spanish preferred.