Digital Services Specialist

Credit Union of Texas•Allen, TX

14h•Onsite

About The Position

The Specialist, Digital Services provides subject-matter expertise and frontline operational support for Credit Union of Texas (CUTX) 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 by phone and email, processes service requests, posts funds to member and general ledger accounts, reconciles online-funded accounts, completes recurring reports, and participates in user acceptance testing for digital releases. The Specialist works in a high-volume, fast-paced environment, uses sound judgment when handling sensitive member matters, and uses CUTX-approved AI and productivity tools to support service quality and operational accuracy. The role is performed on-site at the CUTX Corporate Office in a standard office environment. It includes frequent computer work, phone and in-person communication, and use of standard office equipment. The Specialist applies relevant regulatory, operational, and AI-use requirements, documents work to support audit and internal controls, and reviews AI-assisted content before it is used in member- or staff-impacting communications or actions.

Requirements

High school diploma or equivalent.
Previous customer service experience.
At least two years of financial industry experience.
At least two years of experience in Digital or Online Banking Operations.
Working knowledge of digital banking products and services, including Online Banking, Online Account Opening, Bill Pay, and Remote Deposit Capture.
Working knowledge of core banking products and services and related operational processes.
Proficiency with Microsoft Office (Word, Excel, Outlook) and the internet, and ability to learn CUTX core, digital banking, and servicing systems.
Proficient 10-key data entry with a high accuracy rate.
Strong critical-thinking, logic, and problem-solving skills.
Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Strong attention to detail and documentation discipline, and ability to multitask in a high-volume environment.
Ability to work independently and collaboratively with a positive, team-oriented attitude.
Sound judgment and discretion when handling sensitive member information and topics.
Comfort working in a fast-paced, continuously evolving environment and willingness to accept additional responsibilities.
Ability to apply relevant enterprise, AI-specific, and role-specific compliance requirements, including BSA/AML, OFAC, GLBA, Regulation E, and CUTX AI policies.
Ability to use approved AI workflows responsibly, maintain human review of AI-assisted communications, and avoid entering member NPI into unapproved AI tools.

Nice To Haves

Associate or bachelor's degree.
Bill Pay operations experience.
Q2 and/or Jack Henry platform experience.
Prior credit union experience.
Bilingual English / Spanish.

Responsibilities

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.
Provide phone and email support to members and CUTX staff by troubleshooting digital channel issues and guiding users toward resolution.
Respond to high volumes of inbound inquiries within department service-level expectations while maintaining accuracy and a member-centric tone.
Document inquiries, troubleshooting steps, and resolutions in the system of record.
Process member service request forms received through Online Banking, including debit card privilege pay opt-ins.
Ensure accounts opened online are properly funded and reconciled, and reconcile related general ledger entries monthly.
Post funds accurately and promptly to member accounts and applicable general ledger accounts.
Complete assigned daily, weekly, and monthly Digital Services reports, including exception, funding, and reconciliation reports.
Perform user acceptance testing for digital products, enhancements, and platform releases.
Document UAT results, defects, and observations; work with the Digital Services Manager and IT to validate fixes before release.
Provide frontline feedback about digital product usability and opportunities to improve the member experience.
Communicate task and project status to peers and management, and escalate issues to the Manager, Support Services as appropriate.
Partner with Member Service, Branch Operations, Lending, and IT to resolve cross-functional issues affecting members.
Apply BSA/AML, OFAC, GLBA, Regulation E, and other applicable compliance expectations when handling digital banking inquiries, disputes, and account actions.
Use judgment and discretion when handling sensitive member information; identify and escalate suspected fraud, unauthorized access, or potential member harm to the Manager, Support Services and Fraud / Compliance teams.
Maintain documentation sufficient to support audits, examinations, and internal control reviews.
Review every AI-drafted member or staff communication before sending, validate AI-retrieved information against authoritative CUTX sources, and stop reliance on and escalate AI output that appears inaccurate, biased, non-compliant, or outside the role's scope.
Protect member nonpublic personal information and confidential information by using only approved AI tools for the applicable data classification and following CUTX AI requirements.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.