Account Services Support Specialist

Job Description

Job Description:\n\nPosition Summary\nThe Account Services Support Specialist provides general administrative and operational support across multiple back-office functions at Credit Union of Texas, including IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, and Loan Maintenance. The role resolves membership application and documentation errors, oversees IRA administration, Deceased processes, processes loan maintenance requests, posts transactions, balances general ledgers, opens memberships for the Texas Mortgage Lending, researches accounts for transaction and payment history issues, and assists Front Line staff and members with account related questions and resolutions. The Specialist works Salesforce cases routed to Support Services, partners with internal departments to deliver responsive service, and leverages CUTX-approved AI and productivity tools to improve accuracy, throughput, and audit-readiness across a high-volume, multi-process queue.Key ResponsibilitiesAccount & Loan Operations\n\n Process Salesforce cases routed to Support Services across IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, Subpoenas, and Loan Maintenance.\n Resolve membership application and documentation errors by updating systems and routing forms to members for signature as needed.\n Process all loan and account maintenance requests, including necessary loan and account corrections, obtaining missing documentation, and updating the account files.\n Post transactions and balance assigned general ledger accounts; research and resolve out-of-balance conditions.\n Open memberships and assist with account related questions for the Texas Mortgage Lending Department in accordance with CIP/CDD requirements.\n Audit funded share accounts to ensure accuracy of system data and supporting documentation.\n Process incoming mail delivered to CUTX, posting transactions, and delivering amil to appropriate departments accurately.\n Review and perform audits for account file maintenance, dormant accounts, and escheat process accuracy.\n Process Release of Liens for HELOCs ensuring adherence to Texas regulations for HELOC processing.\nIRA & Deceased Account Administration\n\n Prepare IRA transfers, distributions, rollovers, conversions, death claims, and closures in accordance with government regulations and CUTX policy.\n Assist with creating and updating IRA processes and procedures.\n Assist Front Line staff with questions pertaining to IRA processes.\n Audit IRA documents for accuracy, assist with tax filing end of year processes, and reconcile required GLs to ensure balancing.\n Review and request documentation required to close decedent accounts in accordance with CUTX deceased account procedures.\n Process Notices of Reclamation from the Internal Revenue Service and other government entities.\n Assist Front Line staff with questions pertaining to Deceased Accounts.\nResearch & Third-Party Requests\n\n Respond to third-party requests for account and loan verification, including transaction history research on share and loan accounts.\n Work pending-documentation reports and follow up with outside financial institutions and legal entities by phone, email, and secure correspondence to ensure timely processing.\n Research transaction issues, loan payment history, and account discrepancies in support of internal departments and members.\nService, Collaboration & Continuous Improvement\n\n Deliver outstanding service to both internal and external members consistent with CUTX core values and creed.\n Build relationships with internal departments to understand business needs and improve team output.\n Participate in monthly team meetings to identify department, contact center, and branch needs and opportunities.\n Observe work processes and recommend improvements that increase accuracy, speed, or member experience.\n Assist with mail room operations, including picking up branch mail and distributing mail across departments and branches.\n Perform other duties as designated or requested by management; cross-train in all departmental procedures to provide coverage.\nRisk, Compliance & Documentation\n\n Maintain documentation of compliance activities and work performed sufficient to support audit and examination review.\n Apply BSA/AML, OFAC, USA PATRIOT Act, and GLBA requirements in day-to-day account, IRA, and deceased account work.\n Escalate suspected fraud, elder financial exploitation, wrongful account activity, or compliance concerns to the Manager of Support Services immediately.\nPerformance Outcomes & KPIs\nOutcome\nPrimary KPI\nReporting Cadence\nTarget / Direction\nSalesforce cases routed to Support Services are resolved within service-level expectations.\nCase Cycle Time — average time from case assignment to resolution.\nMonthly\n▼3 Business Days\nWork product is accurate the first time.\nQuality Assurance Pass Rate — percent of audited cases and transactions passing QA without material exception.\nMonthly\n▲ ≥ 98%\nGeneral ledgers assigned to the role are balanced and reconciled timely.\nGL Reconciliation Timeliness — percent of assigned GLs reconciled by month-end close deadline.\nMonthly\n▲ 100%\nIRA and deceased account transactions are processed in accordance with regulation.\nIRA / Deceased Account Compliance Exception Rate — material exceptions identified by audit or compliance review.\nQuarterly\n▼ 0 material exceptions\nPending-documentation items are cleared promptly.\nAged Pending-Documentation Rate — percent of items aged beyond defined threshold.\nMonthly\n▼Need Clarification\nAI-augmented drafts and extractions are reviewed by the Specialist after action.\nHuman-in-the-Loop Review Rate on AI Outputs — percent of AI-generated drafts, summaries, and extractions reviewed and either accepted, corrected, or escalated after use.\nMonthly\n▲ 100%QualificationsEducation\n\n High school diploma or GED required.\n Associate or bachelor's degree preferred.\nExperience\n\n Minimum two (2) years of customer service experience at a credit union or other financial institution.\n Minimum two (2) years of IRA administration experience.\n Prior credit union experience preferred.\n Bilingual English / Spanish preferred.\n Prior experience with deceased account processing, IRA processing,, or loan maintenance preferred.\nLicenses, Registrations, and Certifications\n\n None required.\nKnowledge & Skills\n\n Working knowledge of policies, procedures, and \n Working knowledge of IRA regulations and CUTX IRA procedures.\n Proficiency with Microsoft Office (Excel, Word, Outlook, Teams).\n Ability to operate a Call Management System and communicate by phone, electronic communication, and in person with members and external parties.\n Strong written and verbal communication with proper grammar and professional tone.\n Strong problem-solving skills and the ability to adjust quickly to a changing environment.\n Strong attention to detail and ability to manage multiple tasks at a high standard in a fast-paced environment with minimal supervision.\n Ability to read and interpret operating manuals, procedures, and legal and financial documents; ability to write routine correspondence.\n Math proficiency sufficient to calculate interest, percentages, proportions, and reconcile account balances.\n Ability to use and troubleshoot errors in CUTX operating systemsand standard office equipment (fax, scanner).\n Ability to interact effectively with diverse groups across all levels of the organization and develop member relationships that support cross-sell opportunities.\nCore Competencies\nCompetency\nProficiency Level\nWhy This Matters in This Role\nAI Literacy\nIntermediate\nThe role uses AI-augmented document extraction, drafting, and case-triage tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output.\nOperational Discipline\nAdvanced\nThe role processes high volumes of cases across many systems; documentation gaps or posting errors create direct member, GL, and audit exposure.\nMember Centricity\n Advanced?\nThe role supports members across sensitive situations (decedent accounts, IRA distributions, loan corrections); tone and accuracy directly affect member trust.\nCompliance Orientation\nAdvanced\nIRA regulations, BSA/AML, OFAC, GLBA, and deceased-account requirements apply to daily work; mistakes have direct regulatory impact.\nAdaptability\nIntermediate\nThe role is cross-trained across multiple workflows and must shift among IRA, loan maintenance, and deceased accounts based on queue demand.\nCommunication\nIntermediate\nThe role drafts correspondence to members, outside financial institutions, and legal entities, and supports internal departments across email, phone, and Salesforce.AI & Technology ExpectationsAI-Augmented Workflows\nThe following workflows are AI-augmented in this role. The Account Services Support Specialist is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.\n\n AI-assisted document extraction and triage — AI extracts structured fields from member correspondence, decedent documents, IRA forms, and loan documentation to populate the system of record.\n AI-assisted drafting of routine correspondence — AI drafts response language for Salesforce cases, follow-up letters, and internal notes from approved templates.\n AI-assisted case prioritization in Salesforce — AI suggests case priority and routing based on case type, aging, and member impact.\n AI-assisted research and summarization of account and loan transaction history.\nAI Tier and Human-in-the-Loop Responsibility\nThis role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Account Services 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.\nThe Account Services Support Specialist is required to:\n\n Apply human-in-the-loop review on every AI-generated draft, extraction, summary, or member-facing communication after action is taken.\n 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).\n Refrain from entering 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.\n Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.\nApproved AI Tools\nThe 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):\n\n CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.\n Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).\n AI features embedded in approved CUTX platforms (Salesforce, EPISYS, Ascensus, DocuSign) where enabled by the AI Council.\n CUTX-approved document extraction tooling deployed within Support Services workflows.\n\nUse 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\nIn addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:\n\n Using AI output as the sole basis for any adverse member action, including a decision to close, restrict, or reverse activity on a member account.\n Entering member NPI (full account numbers, Social Security numbers, tax forms, loan documents, decedent documents) into any AI tool not explicitly approved for that data classification.\n Using consumer AI tools to draft IRA tax-reporting communications, decedent legal correspondence, or any other regulated member-facing document; these must be drafted from approved templates and reviewed per existing procedure.\nCompliance & Regulatory ResponsibilitiesEnterprise Compliance Obligations\nThe Account Services 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.AI-Specific Compliance Obligations\nThe Account Services 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 / HB 149) requirements applicable to the role.Role-Specific Compliance Obligations\n\n Internal Revenue Code provisions applicable to IRAs (contributions, distributions, rollovers, conversions, death claims) and related IRS reporting requirements.\n IRS Notice of Reclamation and federal benefit payment recovery procedures.\n Texas Estates Code provisions applicable to deceased member accounts.\n Federal Fair Credit Reporting Act (FCRA), including dispute handling and credit reporting accuracy on loan maintenance actions.\n Regulation CC and Regulation E as applicable to transaction posting, error resolution, and digital channel support.\n CUTX Support Services, IRA, Deceased Account, and Loan Maintenance policies and procedures.\nWorking Conditions & Physical Requirements\nThis role is performed on-site at the CUTX Corporate Office in a standard office environment with no significant exposure to hazardous or unpleasant conditions. Essential physical activities include the ability to remain stationary at a workstation for extended periods; operate a computer, telephone, and standard office equipment with finger dexterity and repetitive hand and wrist motion; communicate clearly by phone, email, and in person with members, vendors, and internal partners; and review printed and electronic documents for accuracy. The role occasionally requires standing, walking, reaching, stooping, kneeling, and lifting up to 10 pounds, including during mail room support. 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\nThis 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.\nEmployment with CUTX is at-will. This job description does not constitute an employment contract.