Card OperationsSpecialist

Credit Union of Texas•Allen, TX

13h•Onsite

About The Position

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.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (1–2) years of related financial institution or customer service experience.
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.
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-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.
Refrain from entering member non-public personal information (NPI) — including full card numbers, CVV, full SSN, or PIN — into any AI tool not explicitly approved for that data classification.
Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.
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.
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.
Regulation E (Electronic Fund Transfers Act) — error-resolution procedures, provisional credit timing, and member notification requirements for debit and ATM disputes.
Regulation Z (Truth in Lending Act) — billing-error resolution and unauthorized-use procedures for credit cards.
Card network rules and chargeback procedures (Mastercard, Visa, and applicable ATM networks).
Bank Secrecy Act / Anti-Money Laundering and OFAC requirements as they apply to card activity, including identification and escalation of suspicious card activity.
Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule as applied to handling of card and member NPI.
CUTX Card Operations Policy, Dispute Procedures, and Fraud Procedures.

Nice To Haves

Associate degree preferred.
Previous plastic card (credit/debit) experience preferred.
Prior credit union experience preferred.
Prior experience handling Regulation E or Regulation Z disputes preferred.
Bilingual preferred but not required.

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.
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.
Refrain from entering member non-public personal information (NPI) — including full card numbers, CVV, full SSN, or PIN — into any AI tool not explicitly approved for that data classification.
Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.
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.
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.
Regulation E (Electronic Fund Transfers Act) — error-resolution procedures, provisional credit timing, and member notification requirements for debit and ATM disputes.
Regulation Z (Truth in Lending Act) — billing-error resolution and unauthorized-use procedures for credit cards.
Card network rules and chargeback procedures (Mastercard, Visa, and applicable ATM networks).
Bank Secrecy Act / Anti-Money Laundering and OFAC requirements as they apply to card activity, including identification and escalation of suspicious card activity.
Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule as applied to handling of card and member NPI.
CUTX Card Operations Policy, Dispute Procedures, and Fraud Procedures.