Card Operations Specialist

Card Operations Specialist

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 Responsibilities

• Receive 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.
• Process 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.
• Conduct 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.
• Reconcile 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.
• Maintain 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.
• Participate 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

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 before 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 before action. - Monthly - 100%

Qualifications

Education

• High school diploma or general education degree (GED) required.
• Associate degree preferred.

Experience

• Minimum one to two (12) 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 Certifications

• None required.

Knowledge & Skills

• Basic 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 Expectations

AI-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: