Loan Maintenance Support Specialist Bilingual

Loan Maintenance Support Specialist Bilingual

The Loan Maintenance Support Specialist provides general administrative and operational support across multiple back-office functions at Credit Union of Texas, including Real Estate, Collections, Sales and Service, Collateral Titles and Records, processing account maintenance requests. The role resolves loan documentation errors, credit reporting disputes, processes loan maintenance requests, posts transactions and balances general ledgers, and assists Front Line staff and members with loan account related questions and resolutions. The Specialist handles Salesforce cases routed to the Support Services Department, and partners with internal departments to deliver responsive service while working in a fast-paced environment. The Specialist applies CUTX-approved AI and workflow tools to triage cases, draft member correspondence, and surface documentation gaps, while exercising human-in-the-loop judgment on every member- or account-impacting output.

Assist Front Line staff and members in researching and resolving loan maintenance or documentation errors or questions in a timely manner.

Audit funded loans to ensure accuracy of loan transactions compared to loan documents on file.

Process loan and account maintenance requests, including necessary loan and account corrections, obtaining missing documentation and updating the account or loan files by sending forms for member signature and updating systems of record as required.

Process Release of Liens for HELOCs ensuring adherence to Texas regulations for HELOC processing.

Work pending-documentation reports and follow up with outside financial institutions, members, and legal entities to ensure timely processing.

Research and respond to credit dispute inquiries to ensure accuracy of reporting according to regulatory requirements.

Serve as backup to the Insurance Specialists to answer insurance related questions from members, insurance companies, or other third party agencies for proper review and processing.

Ensure Insurance (PPI) claims are processed properly and GLs are balanced according to files received by third party vendor. Verify and balance GLs to ensure accuracy in reporting.

Process check deposits for loans, payoffs, and accounts as required ensuring accuracy in work completion.

Perform audits, as needed on loan transactions for various departments to determine any inaccuracy in reporting.

Adhere to all regulatory requirements for payments, credit reporting, and dispute resolutions.

Perform other job duties as assigned and needed to meet service level expectations for the Support Services Department.

Deliver service to internal and external members that meets or exceeds CUTX core values and creed.

Communicate with members and internal partners by phone, email, and case notes using courteous and accurate language.

Maintain documentation of compliance activities and work performed sufficient to support audit and examination.

Observe work processes and recommend improvements to the Support Services Manager.

Participate in monthly team meetings to identify department, contact center, and branch needs and opportunities.

Cross-train in all departmental procedures and perform other duties as assigned to maintain credit union and member satisfaction.

High school diploma or equivalent (GED).

Minimum two (2) years of customer service experience at a credit union or other financial institution.

Prior experience with loan documentation review, lien perfection, or loan funding audit preferred.

Bilingual English / Spanish preferred.

Knowledge of loan policies, procedures, and loan documents, including lien perfection on collateral.

Proficiency with Microsoft Office (Excel, Word, Outlook, Teams).

Ability to operate and troubleshoot CUTX systems.

Strong written and verbal communication, including the ability to draft routine correspondence and explain CUTX policies clearly.

Strong problem-solving and analytical skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to calculate rates, percentages, interest, and proportions and apply basic algebra and geometry.

Strong attention to detail and ability to manage multiple tasks in a fast-paced, changing environment with minimal supervision.

Ability to work effectively with diverse groups across all levels of the organization and to develop member relationships supporting cross-sell.

AI Literacy - Intermediate - The role uses AI-augmented case triage, document extraction, and drafting tools (Tier 2) and is responsible for human-in-the-loop review on every member- or account-impacting output.

Operational Discipline - Advanced - Loan files, IRA transactions, and GL entries must be accurate and audit-ready; documentation gaps create direct compliance and examination exposure.

Compliance Orientation - Advanced - IRA administration, lien perfection, deceased-account handling, and digital channel support are governed by IRS rules, UCC Article 9, GLBA, BSA/AML, and CUTX policy.

Member Centricity - Intermediate - The role supports members through life events (death claims, IRA distributions, loan corrections) where tone, accuracy, and responsiveness directly affect member experience.

Adaptability - Intermediate - The role is cross-trained across multiple functions and works a high-volume, fast-changing queue with minimal supervision.

Communication - Intermediate - The role drafts routine correspondence, communicates with outside financial institutions and legal entities, and partners across departments and branches.

The following workflows are AI-augmented in this role. The Loan Maintenance Support Specialist is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

AI-assisted Salesforce case triage and prioritization across Support Services queues.

AI-assisted document extraction from loan documents, IRA forms, death claim documentation, and titles to populate the system of record.

AI-assisted drafting of member correspondence and internal case notes from approved templates.

AI-augmented quality review of funded loan files to surface missing documents, signature defects, and lien perfection gaps.

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Loan Maintenance Support Specialist 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 Loan Maintenance Support Specialist is required to:

Apply human-in-the-loop review on every AI-generated draft correspondence, extracted document field, case routing recommendation, and funded-loan exception flag before action.

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).

Do not enter member non-public personal information (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.

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 AI capabilities embedded in Salesforce, EPISYS, and other servicing platforms.

CUTX-approved document-extraction tools used for loan, IRA, and title processing.

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.

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, account closure, IRA distribution, or loan documentation change without independent verification.

Entering member NPI (full account numbers, Social Security numbers, signed loan or IRA documents) into any AI tool not explicitly approved for that data classification.

Using consumer AI tools to draft member-facing legal or tax-related notices (e.g., IRA death claim correspondence, lien releases); these must be produced from approved templates and reviewed per existing procedure.

Using AI to generate or modify GL entries without manual reconciliation and approval.

The Loan Maintenance Support Specialist 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.

The Loan Maintenance Support Specialist 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