Account Services Support Specialist

Credit Union of Texas•Allen, TX

9h•Onsite

About The Position

The Account Services Support Specialist provides administrative and operational support across multiple Credit Union of Texas back-office functions, including IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, Subpoenas, and Loan Maintenance. The role resolves membership application and documentation errors; processes account and loan maintenance requests; posts transactions; balances general ledger accounts; opens memberships for the Texas Mortgage Lending Department; researches account and loan history issues; and supports Front Line staff and members with account-related questions. The Specialist works Salesforce cases routed to Support Services, partners with internal departments, and uses CUTX-approved AI and productivity tools to support accurate, efficient, audit-ready work. The position administers IRA and deceased-account activities, including transfers, distributions, rollovers, conversions, death claims, closures, documentation review, tax-related processes, and Notices of Reclamation. It also handles third-party verification requests, pending-documentation follow-up, transaction research, audits, lien releases for HELOCs, and mail processing. The role applies applicable financial, consumer-protection, privacy, and regulatory requirements, maintains documentation for audit and examination review, and escalates suspected fraud, elder financial exploitation, wrongful account activity, and compliance concerns. This is an on-site role at the CUTX Corporate Office in a standard office environment. It uses AI-augmented workflows for document extraction, correspondence drafting, case prioritization, and transaction-history research. The Specialist is accountable for reviewing every AI-generated draft, extraction, summary, or member-facing communication before use, and must follow CUTX AI policies, approved-tool restrictions, and escalation requirements.

Requirements

High school diploma or GED.
At least two years of customer service experience at a credit union or other financial institution.
At least two years of IRA administration experience.
Working knowledge of IRA regulations and CUTX IRA procedures.
Proficiency with Microsoft Office, including Excel, Word, Outlook, and 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 skills, with proper grammar and professional tone.
Strong problem-solving skills and ability to adjust quickly to a changing environment.
Strong attention to detail and ability to manage multiple tasks to a high standard in a fast-paced environment with minimal supervision.
Ability to read and interpret operating manuals, procedures, and legal and financial documents, and write routine correspondence.
Math proficiency sufficient to calculate interest, percentages, and proportions and reconcile account balances.
Ability to use and troubleshoot CUTX operating systems and standard office equipment, including fax machines and scanners.
Ability to interact effectively with diverse groups across organizational levels and develop member relationships that support cross-sell opportunities.
Ability to meet applicable enterprise, AI-specific, and role-specific compliance obligations described in the job posting.
Ability to remain accountable for decisions, communications, and member- or employee-impacting actions influenced by AI output, and comply with CUTX human-in-the-loop review and approved-tool requirements.

Nice To Haves

Associate or bachelor's degree.
Prior credit union experience.
Bilingual English/Spanish ability.
Prior experience with deceased-account processing, IRA processing, or loan maintenance.

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 when needed.
Process loan and account maintenance requests, including corrections, obtaining missing documentation, and updating account files.
Post transactions, balance assigned general ledger accounts, and 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 for accuracy of system data and supporting documentation.
Process incoming mail, post transactions, and deliver mail to appropriate departments; assist with branch mail pickup and distribution.
Review and audit account file maintenance, dormant accounts, and escheat-process accuracy.
Process releases of liens for HELOCs in accordance with Texas regulations.
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, answer Front Line staff questions about IRA processes, audit IRA documents, assist with year-end tax filing processes, and reconcile required general ledger accounts.
Review and request documentation required to close decedent accounts, process Notices of Reclamation from the IRS and other government entities, and answer Front Line staff questions about deceased accounts.
Respond to third-party account and loan verification requests, including transaction-history research.
Work pending-documentation reports and follow up with outside financial institutions and legal entities by phone, email, and secure correspondence.
Research transaction issues, loan payment history, and account discrepancies for internal departments and members.
Deliver service to internal and external members consistent with CUTX core values and creed, and build relationships with internal departments to understand business needs and improve team output.
Participate in monthly team meetings, identify opportunities to improve department, contact center, and branch support, and recommend process improvements that increase accuracy, speed, or member experience.
Maintain documentation of compliance activities and work performed to support audits and examinations.
Apply BSA/AML, OFAC, USA PATRIOT Act, GLBA, and other applicable compliance requirements in daily work; immediately escalate suspected fraud, elder financial exploitation, wrongful account activity, or compliance concerns to the Manager of Support Services.
Review every AI-generated draft, extraction, summary, and member-facing communication before action; stop and escalate when output appears inaccurate, biased, non-compliant, or outside documented scope.
Use only approved AI tools for the permitted data classifications, complete required AI training within 30 days of hire, and maintain annual refresher training currency.
Cross-train in departmental procedures to provide coverage and perform other duties designated or requested by management.