Account Services Support Specialist Bilingual

Account Services Support Specialist

The 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 Responsibilities

• Process Salesforce cases routed to Support Services across IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, Subpoenas, and Loan Maintenance.
• Resolve membership application and documentation errors by updating systems and routing forms to members for signature as needed.
• Process all loan and account maintenance requests, including necessary loan and account corrections, obtaining missing documentation, and updating the account files.
• Post transactions and balance assigned general ledger accounts; research and resolve out-of-balance conditions.
• Open memberships and assist with account related questions for the Texas Mortgage Lending Department in accordance with CIP/CDD requirements.
• Audit funded share accounts to ensure accuracy of system data and supporting documentation.
• Process incoming mail delivered to CUTX, posting transactions, and delivering amil to appropriate departments accurately.
• Review and perform audits for account file maintenance, dormant accounts, and escheat process accuracy.
• Process Release of Liens for HELOCs ensuring adherence to Texas regulations for HELOC processing.
• Prepare IRA transfers, distributions, rollovers, conversions, death claims, and closures in accordance with government regulations and CUTX policy.
• Assist with creating and updating IRA processes and procedures.
• Assist Front Line staff with questions pertaining to IRA processes.
• Audit IRA documents for accuracy, assist with tax filing end of year processes, and reconcile required GLs to ensure balancing.
• Review and request documentation required to close decedent accounts in accordance with CUTX deceased account procedures.
• Process Notices of Reclamation from the Internal Revenue Service and other government entities.
• Assist Front Line staff with questions pertaining to Deceased Accounts.
• Respond to third-party requests for account and loan verification, including transaction history research on share and loan accounts.
• Work pending-documentation reports and follow up with outside financial institutions and legal entities by phone, email, and secure correspondence to ensure timely processing.
• Research transaction issues, loan payment history, and account discrepancies in support of internal departments and members.
• Deliver outstanding service to both internal and external members consistent with CUTX core values and creed.
• Build relationships with internal departments to understand business needs and improve team output.
• Participate in monthly team meetings to identify department, contact center, and branch needs and opportunities.
• Observe work processes and recommend improvements that increase accuracy, speed, or member experience.
• Assist with mail room operations, including picking up branch mail and distributing mail across departments and branches.
• Perform other duties as designated or requested by management; cross-train in all departmental procedures to provide coverage.
• Maintain documentation of compliance activities and work performed sufficient to support audit and examination review.
• Apply BSA/AML, OFAC, USA PATRIOT Act, and GLBA requirements in day-to-day account, IRA, and deceased account work.
• Escalate suspected fraud, elder financial exploitation, wrongful account activity, or compliance concerns to the Manager of Support Services immediately.

Performance Outcomes & KPIs

Outcome - Primary KPI - Reporting Cadence - Target / Direction

Salesforce cases routed to Support Services are resolved within service-level expectations. - Case Cycle Time average time from case assignment to resolution. - Monthly - 3 Business Days

Work product is accurate the first time. - Quality Assurance Pass Rate percent of audited cases and transactions passing QA without material exception. - Monthly - ? 98%

General ledgers assigned to the role are balanced and reconciled timely. - GL Reconciliation Timeliness percent of assigned GLs reconciled by month-end close deadline. - Monthly - 100%

IRA and deceased account transactions are processed in accordance with regulation. - IRA / Deceased Account Compliance Exception Rate material exceptions identified by audit or compliance review. - Quarterly - 0 material exceptions

Pending-documentation items are cleared promptly. - Aged Pending-Documentation Rate percent of items aged beyond defined threshold. - Monthly - Need Clarification

AI-augmented drafts and extractions are reviewed by the Specialist before action. - Human-in-the-Loop Review Rate on AI Outputs percent of AI-generated drafts, summaries, and extractions reviewed and either accepted, corrected, or escalated before use. - Monthly - 100%

Qualifications

Education

• High school diploma or GED required.
• Associate or bachelor's degree preferred.

Experience

• Minimum two (2) years of customer service experience at a credit union or other financial institution.
• Minimum two (2) years of IRA administration experience.
• Prior credit union experience preferred.
• Bilingual English / Spanish preferred.
• Prior experience with deceased account processing, IRA processing,, or loan maintenance preferred.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Working knowledge of policies, procedures, and
• Working knowledge of IRA regulations and CUTX IRA procedures.
• Proficiency with Microsoft Office (Excel, Word, Outlook, Teams).
• Ability to operate a Call Management System and communicate by phone, electronic communication, and in person with members and external parties.
• Strong written and verbal communication with proper grammar and professional tone.
• Strong problem-solving skills and the ability to adjust quickly to a changing environment.
• Strong attention to detail and ability to manage multiple tasks at a high standard in a fast-paced environment with minimal supervision.
• Ability to read and interpret operating manuals, procedures, and legal and financial documents; ability to write routine correspondence.
• Math proficiency sufficient to calculate interest, percentages, proportions, and reconcile account balances.
• Ability to use and troubleshoot errors in CUTX operating systems and standard office equipment (fax, scanner).
• Ability to interact effectively with diverse groups across all levels of the organization and develop member relationships that support cross-sell opportunities.

Core Competencies

Competency - Proficiency Level - Why This Matters in This Role

AI Literacy - Intermediate - The 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.

Operational Discipline - Advanced - The role processes high volumes of cases across many systems; documentation gaps or posting errors create direct member, GL, and audit exposure.

Member Centricity - Advanced? - The role supports members across sensitive situations (decedent accounts, IRA distributions, loan corrections); tone and accuracy directly affect member trust.

Compliance Orientation - Advanced - IRA regulations, BSA/AML, OFAC, GLBA, and deceased-account requirements apply to daily work; mistakes have direct regulatory impact.

Adaptability - Intermediate - The role is cross-trained across multiple workflows and must shift among IRA, loan maintenance, and deceased accounts based on queue demand.

Communication - Intermediate - The role drafts correspondence to members, outside financial institutions, and legal entities, and supports internal departments across email, phone, and Salesforce.

AI & Technology Expectations

AI-Augmented Workflows

The