Member Experience Specialist I — AI-Supported Service

Credit Union of Texas; Allen (TX); On-site; USD 33,000 - 52,000; Full time

Job summary

Credit Union of Texas (CUTX) seeks a Member Service Specialist I to deliver outstanding service across phone, email, and digital channels. You will resolve inquiries on accounts, digital banking, and payments while maintaining compliance with BSA/AML and privacy standards.

You will use CUTX-approved AI tools with human-in-the-loop review to ensure accurate information and efficiency in member interactions. On-site duties include processing transactions, updates, and referrals to CUTX products.

Qualifications

• High school diploma or GED required.
• Associate degree or college coursework preferred.
• 1–2 years in call center or customer service in financial services preferred.
• Bilingual English/Spanish preferred.

Responsibilities

• Answer inbound member calls and inquiries regarding CUTX products, services, and policies.
• Assist with balance inquiries, transactions, and account research.
• Resolve complaints at first contact or escalate as needed.
• Identify member needs and recommend CUTX products or solutions.
• Maintain knowledge of CUTX product set, fees, and procedures.

Skills

Communication

Customer service

Multitasking

Education

High school diploma or GED

Associate degree or coursework preferred

Tools

CRM

Telephony system

Knowledge base

Job description

Credit Union of Texas (CUTX) seeks a Member Service Specialist I to deliver outstanding service across phone, email, and digital channels. You will resolve inquiries on accounts, digital banking, and payments while maintaining compliance with BSA/AML and privacy standards.

You will use CUTX-approved AI tools with human-in-the-loop review to ensure accurate information and efficiency in member interactions. On-site duties include processing transactions, updates, and referrals to CUTX products.