Digital Services Specialist

Job Description

Job Description:\n\nPosition Summary\nThe Specialist, Digital Services provides subject-matter expertise and frontline operational support for Credit Union of Texas's digital channel products and services, including Online Banking, Online Account Opening, Bill Pay, and Remote Deposit Capture. The role responds to member and staff inquiries via phone and email, processes service requests, posts funds to member accounts and general ledger entries, reconciles online-funded accounts, works recurring reports, and participates in user acceptance testing for digital releases. The Specialist works in a high-volume, fast-paced environment, exercises sound judgment on sensitive member matters, and uses CUTX-approved AI and productivity tools to improve service quality and operational accuracy.Key ResponsibilitiesDigital Channel Support\n\n Serve as a subject-matter expert on CUTX digital channel products and services, including Online Banking, Online Account Opening, Bill Pay, and Remote Deposit Capture (technical support).\n Provide email and phone support to members and CUTX staff on digital channel products, troubleshooting issues, and guiding users through resolution.\n Respond to high volumes of inbound inquiries within department service-level expectations while maintaining accuracy and member-centric tone.\n Document inquiries, troubleshooting steps, and resolutions in the system of record to support audit trail and continuous improvement.\nOperations & Account Maintenance\n\n Process all member service request forms received via Online Banking, including debit card privilege pay opt-ins.\n Ensure accounts opened online are properly funded and reconciled; reconcile related general ledger entries on a monthly basis.\n Post funds to member accounts and applicable general ledger accounts accurately and timely.\n Work assigned daily, weekly, and monthly reports for the Digital Services department, including exception, funding, and reconciliation reports.\nTesting & Release Support\n\n Perform user acceptance testing (UAT) for digital products, enhancements, and platform releases.\n Document test results, defects, and observations; partner with the Digital Services Manager and IT to validate fixes prior to release.\n Provide frontline feedback on digital product usability and member experience improvement opportunities.\nCommunication & Collaboration\n\n Effectively communicate task and project status to peers and management; escalate issues to the Manager, Support Services as appropriate.\n Partner with Member Service, Branch Operations, Lending, and IT to resolve cross-functional member-impacting issues.\n Maintain a positive, team-oriented attitude in a fast-paced, continuously evolving digital banking environment.\nRisk, Compliance & Documentation\n\n Apply BSA/AML, OFAC, GLBA, and Regulation E expectations in handling member digital banking inquiries, dispute intake, and account actions.\n Exercise good judgment and discretion in handling sensitive member information and topics.\n Identify and escalate suspected fraud, unauthorized access, or potential member-harm issues to the Manager, Support Services and Fraud / Compliance teams.\n Maintain documentation sufficient to support audit, examination, and internal control review.\nPerformance Outcomes & KPIs\nOutcome\nPrimary KPI\nReporting Cadence\nTarget / Direction\nMembers and staff receive timely, accurate digital channel support.\nAverage response and resolution time on digital services inquiries (email and phone).\nMonthly\n▼ [Target — confirm with Manager, Support Services]\nOnline-funded accounts are fully funded and reconciled.\nOnline Account Funding Reconciliation Accuracy — percent of monthly funding entries reconciled without exception.\nMonthly\n▲ ≥ 99%\nDigital Services operational reports are worked completely and on time.\nReport Completion Rate — percent of assigned daily/weekly/monthly reports completed within SLA.\nMonthly\n▲ ≥ 98%\nDigital product releases are validated after deployment to members.\nUAT Participation & Defect Documentation Rate — percent of assigned UAT cycles completed with documented results.\nPer Release\n▲ 100%\nService quality on member interactions remains high.\nQuality Assurance score on sampled member interactions.\nMonthly\n▲ 92%\nAI-augmented drafting, summarization, and triage outputs are reviewed by the Specialist after being used in member or staff communication.\nHuman-in-the-Loop Review Rate on AI-assisted outputs — percent of AI-assisted member/staff communications reviewed after send.\nMonthly\n▲ 100%QualificationsEducation\n\n High school diploma or equivalent required.\n Associate or bachelor's degree preferred.\nExperience\n\n Previous customer service experience required.\n Minimum two (2) years of financial industry experience.\n Minimum two (2) years of experience in Digital or Online Banking Operations.\n Bill Pay operations experience preferred.\n Q2 and/or Jack Henry platform experience preferred.\n Prior credit union experience preferred.\n Bilingual English / Spanish preferred.\nLicenses, Registrations, and Certifications\n\n None required.\nKnowledge & Skills\n\n Working knowledge of digital banking products and services, including Online Banking, Online Account Opening, Bill Pay, and Remote Deposit Capture.\n Working knowledge of core banking products and services and related operational processes.\n Proficiency with Microsoft Office (Word, Excel, Outlook) and the internet; ability to learn CUTX's core, digital banking, and servicing systems.\n Proficient 10-key data entry with a high accuracy rate.\n Strong critical-thinking, logic, and problem-solving skills.\n Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.\n Strong attention to detail, documentation discipline, and ability to multitask in a high-volume environment.\n Ability to work independently and collaboratively, with a positive, team-oriented attitude.\n Sound judgment and discretion when handling sensitive member information and topics.\n Comfort in a fast-paced, continuously evolving work environment with willingness to accept additional responsibilities.\nCore Competencies\nCompetency\nProficiency Level\nWhy This Matters in This Role\nAI Literacy\nIntermediate\nThe role uses AI-assisted drafting, summarization, and triage tools (Tier 2) and is responsible for human-in-the-loop review on every member- or staff-impacting AI output.\nMember Centricity\nIntermediate\nThe role is a frontline contact for members experiencing friction with digital channels; tone, accuracy, and empathy directly affect member retention and trust.\nTechnical Aptitude\nIntermediate\nThe role troubleshoots digital banking platforms (Q2/Jack Henry), Bill Pay, and RDC; must learn new systems quickly and reason through technical issues.\nOperational Discipline\nAdvanced\nGL reconciliation, funding accuracy, and reporting completeness create direct financial and audit exposure.\nCompliance Orientation\nIntermediate\nBSA/AML, OFAC, GLBA, and Regulation E expectations apply daily to member service requests and account actions.\nCommunication\nIntermediate\nThe role drafts member and staff communications across phone and email, frequently explaining technical concepts to non-technical users.AI & Technology ExpectationsAI-Augmented Workflows\nThe following workflows are AI-augmented in this role. The Specialist, Digital Services is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.\n\n AI-assisted drafting and summarization of member and staff email responses on digital banking inquiries.\n AI-assisted knowledge retrieval from CUTX-approved knowledge bases and digital banking documentation to support troubleshooting.\n AI-assisted triage and categorization of inbound digital services inquiries to route to the correct workflow.\n AI-assisted summarization of UAT defects, release notes, and recurring issue patterns to support continuous improvement.\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 Specialist, Digital Services 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 Specialist, Digital Services is required to:\n\n Apply human-in-the-loop review on every AI-drafted member or staff communication after it is sent.\n Validate AI-retrieved procedural or product information against authoritative CUTX sources after acting on it.\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 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 CUTX-approved digital banking, core, and servicing platforms (e.g., Q2/Jack Henry approved features).\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 deny access to a member account or digital service.\n Entering member NPI (account numbers, Social Security numbers, online banking credentials, debit/credit card numbers) into any AI tool not explicitly approved for that data classification.\n Using consumer or unapproved AI tools to draft member-facing regulatory or dispute communications; these must be drafted from approved templates and reviewed per existing procedure.\n Using AI to bypass established quality assurance, dual-control, or reconciliation procedures.\nCompliance & Regulatory ResponsibilitiesEnterprise Compliance Obligations\nThe Specialist, Digital Services 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 Specialist, Digital Services 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 Regulation E (Electronic Fund Transfers) — handling of digital banking transactions, error resolution, and unauthorized transaction claims.\n Gramm-Leach-Bliley Act (GLBA) and Safeguards Rule — protection of member NPI in digital channels.\n Electronic Signatures in Global and National Commerce Act (E-SIGN) — handling of electronic consents in online account opening and digital service requests.\n NACHA Operating Rules as applicable to Bill Pay and ACH-related digital banking activity.\n Remote Deposit Capture (RDC) operational and risk controls consistent with FFIEC guidance.\n CUTX Digital Services, Online Banking, and Bill Pay procedures.\nWorking Conditions & Physical Requirements\nThis role is performed on-site at the CUTX Corporate Office in a standard office environment with no significant hazardous or unpleasant conditions (hard hats may be required during periods of on-site construction). Essential physical activities include remaining stationary at a workstation for extended periods; sustained use of fingers, hands, and wrists for keyboarding, 10-key data entry, and operating standard office equipment; clear talking and average hearing for frequent phone and in-person communication; and average visual acuity sufficient to prepare and review documents on screen and in print. The employee will frequently sit, talk or hear, use hands to handle or feel, and reach with hands or arms; will occasionally stand, walk, climb or balance, and stoop, kneel, crouch, or crawl; and will occasionally lift and move up to 10 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.Compliance Requirement\nThe responsibilities contained within this job description remain compliant with the Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act as they apply to the duties of the position.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.