Card Operations Specialist

Job Description

Job Description:\n\nPosition Summary The Card Operations Specialist serves as the subject matter expert for all matters relating to credit cards, debit cards, prepaid cards, and mobile wallets at Credit Union of Texas. The role exists to deliver an unexpected member experience by assisting cardholders and internal stakeholders with a wide range of questions, disputes, and service requests; processing card maintenance and transaction research; handling fraudulent and disputed transactions; and supporting daily correspondence and reconciliation activities. The Specialist uses CUTX-approved AI and analytics tools to triage inquiries, classify disputes, and draft member communications, with human-in-the-loop review on every member-impacting output.Key ResponsibilitiesMember Servicing & Card SupportReceive and respond to daily telephone calls and email correspondence related to credit, debit, prepaid, and mobile wallet card products, providing consistent and exceptional member service.Consult with members to identify their needs, offer solutions, and follow up as needed to ensure timely resolution.Process all mail received pertaining to card products, including address changes on credit cards.Respond to inquiries from CUTX branches and internal stakeholders regarding card products and features.Card Maintenance & Transaction ProcessingProcess credit card functions including payments, balance transfers, credit limit increases, and authorized user additions.Process debit card functions including credit limit increases and exception reporting.Activate mobile wallets (Apple Pay, Google Pay, Samsung Pay) in the Mastercard online system as needed.Enter travel notes on debit and credit cards to support uninterrupted member use while traveling.Process lost and stolen card reports and reissue cards per procedure.Disputes, Fraud & ResearchConduct research on debit and credit card transactions to support member inquiries and dispute claims.Process card disputes and fraudulent transaction claims, applying provisional credit per Regulation E and Regulation Z timeframes.Process EFT/ATM withdrawal disputes, including validating ATM general ledger entries, reviewing ATM audit logs, and issuing provisional credit.Document each dispute and fraud case in the system of record sufficient to support chargeback recovery, audit, and examination review.Reconciliation & Accounting SupportReconcile assigned general ledger accounts related to card activity.Assist the Accounting department with research and resolution of pending or suspense items related to card transactions.Risk, Compliance & DocumentationMaintain accurate, audit-ready records on every card maintenance, dispute, and fraud action handled.Apply Regulation E, Regulation Z, and CUTX dispute procedures to all member-impacting card actions.Exercise good judgment and discretion when handling confidential member information.Identify and escalate suspected fraud rings, BSA/AML red flags, or potential member-harm concerns to the Manager of Card Operations and the BSA Officer.Continuous ImprovementParticipate in pilots of CUTX-approved AI tools that support card operations, contribute feedback, and adopt approved enhancements.Identify recurring member pain points or process inefficiencies and recommend improvements to the Manager of Card Operations.Performance Outcomes & KPIs Outcome Primary KPI Reporting Cadence Target / Direction Members receive timely, accurate service on card inquiries. Average Speed of Resolution — average time from member inquiry to resolution. Monthly ▼ [Target — confirm with Manager, Card Operations] Disputes are processed within regulatory timeframes. Regulation E / Regulation Z Timeliness — percent of disputes acknowledged and provisional credit applied within required timeframes. Monthly ▲ 100% Card maintenance and transaction processing is accurate. Processing Accuracy Rate — percent of card maintenance and dispute actions completed without rework or material error. Monthly ▲ ≥ 98% GL accounts tied to card activity remain reconciled. GL Reconciliation Timeliness — percent of assigned GLs reconciled by month-end with no aged items beyond policy threshold. Monthly ▲ 100% Members experience a high-quality service interaction. Member Service Quality Score — quality assurance score on monitored member interactions. Monthly ▲ ≥ 90% AI-augmented outputs are reviewed by the role holder after action. Human-in-the-Loop Review Rate on AI Outputs — percent of AI-recommended dispute classifications, fraud flags, and member-facing drafts reviewed and accepted, adjusted, or escalated by the Specialist after action. Monthly ▲ 100%QualificationsEducationHigh school diploma or general education degree (GED) required.Associate degree preferred.ExperienceMinimum one to two (1–2) years of related financial institution or customer service experience.Previous plastic card (credit/debit) experience preferred.Prior credit union experience preferred.Prior experience handling Regulation E or Regulation Z disputes preferred.Bilingual English / Spanish preferred.Licenses, Registrations, and CertificationsNone required.Knowledge & SkillsBasic understanding of financial products and services, with particular focus on credit and debit card products.Working knowledge of Regulation E (Electronic Fund Transfers) and Regulation Z (Truth in Lending) dispute and error-resolution requirements.Standard computer skills, including Microsoft Office (Outlook, Word, Excel) and 10-key calculator; minimum 40 wpm typing.Excellent member service skills and a genuine drive to assist others.Strong written and verbal communication, using courteous and proper grammar.Proven ability to stay focused and maintain productivity while managing multiple interactions and frequent interruptions.Good judgment and discretion when handling confidential member information.Strong attention to detail and documentation discipline.Positive attitude and team orientation.Core Competencies Competency Proficiency Level Why This Matters in This Role AI Literacy Intermediate The role uses AI-augmented dispute triage, fraud-pattern detection, and member-communication drafting tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output. Member Centricity Advanced The role is a primary point of contact for members during stressful events such as card fraud or disputes; empathy, tone, and accuracy directly affect CUTX's reputation. Operational Discipline Advanced Card maintenance, disputes, and GL reconciliation must be completed accurately and within regulatory timeframes; documentation gaps create direct legal and examination exposure. Compliance Orientation Advanced Regulation E, Regulation Z, BSA/AML, and CUTX dispute procedures are applied daily; mistakes have direct member, financial, and regulatory impact. Risk Awareness Intermediate The role is positioned to identify card fraud trends, BSA red flags, and emerging scam patterns and must escalate them in real time. Communication Intermediate The role communicates with members by phone and email, drafts correspondence, and coordinates with branches, Accounting, and card network partners.AI & Technology ExpectationsAI-Augmented Workflows The following workflows are AI-augmented in this role. The Card Operations Specialist is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.AI-assisted dispute classification and triage — AI categorizes inbound dispute claims (fraud, merchant dispute, processing error) and recommends the applicable workflow.AI-assisted fraud pattern detection — AI surfaces transaction patterns and behavioral signals consistent with card fraud or compromise for Specialist review.AI-assisted member communication drafting — AI drafts member-facing email responses and dispute correspondence from approved templates for Specialist review and edit.Document extraction and triage — AI extracts structured fields from dispute forms, merchant correspondence, and chargeback documentation to populate the system of record.AI-augmented call summarization and case notes — AI generates draft notes and call summaries for Specialist review and posting to the member record.AI Tier and Human-in-the-Loop Responsibility This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Card Operations 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 Card Operations Specialist is required to:Apply human-in-the-loop review on every AI-recommended dispute classification, fraud flag, and member-facing communication after action is taken.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).Refrain from entering member non-public personal information (NPI) — including full card numbers, CVV, full SSN, or PIN — 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.Approved AI Tools 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-augmented features within the core card processing, dispute management, and fraud monitoring platforms.CUTX-approved AI-augmented call summarization and case-notes tooling. 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.Prohibited AI Use 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, including denial of a dispute claim, denial of provisional credit, or card closure.Entering member NPI (full card numbers, CVV, full SSN, PIN, online banking credentials, or full account numbers) into any AI tool not explicitly approved for that data classification.Using consumer or unapproved AI tools to draft formal member-facing legal or regulatory notices (e.g., Regulation E adverse-action letters); these documents must be drafted from approved templates and reviewed per existing procedure.Using AI to circumvent dual-control or four-eyes requirements on card maintenance, credit limit changes, or provisional credit postings.Compliance & Regulatory ResponsibilitiesEnterprise Compliance Obligations The Card Operations 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.AI-Specific Compliance Obligations The Card Operations 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 / HB 149) requirements applicable to the role.Role-Specific Compliance ObligationsRegulation E (Electronic Fund Transfers Act) — error-resolution procedures, provisional credit timing, and member notification requirements for debit and ATM disputes.Regulation Z (Truth in Lending Act) — billing-error resolution and unauthorized-use procedures for credit cards.Card network rules and chargeback procedures (Mastercard, Visa, and applicable ATM networks).Bank Secrecy Act / Anti-Money Laundering and OFAC requirements as they apply to card activity, including identification and escalation of suspicious card activity.Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule as applied to handling of card and member NPI.CUTX Card Operations Policy, Dispute Procedures, and Fraud Procedures.Working Conditions & Physical Requirements This role is performed on-site at the CUTX Corporate Office in a standard office environment with no hazardous or significantly unpleasant conditions. The work is sedentary in nature. Essential physical activities include the ability to remain stationary at a workstation for extended periods; use of finger dexterity and grasping to operate a keyboard, mouse, calculator, and standard office equipment; repetitive motion of the wrists, hands, and fingers; clear talking and average hearing sufficient to convey detailed instructions and conduct member conversations by phone; average visual acuity sufficient to prepare and inspect documents on screen and paper; and occasional standing, walking, reaching, stooping, kneeling, or crouching, with occasional lifting of up to 25 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.Acknowledgement & Disclaimer This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require. Employment with CUTX is at-will. This job description does not constitute an employment contract.