Digital Services Specialist

Credit Union of Texas•Allen, TX

1d•Onsite

About The Position

The Specialist, Digital Services provides subject-matter expertise and frontline operational support for Credit Union of Texas's 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 via phone and email, processes service requests, posts funds to member accounts and general ledger entries, reconciles online-funded accounts, works recurring reports, and participates in user acceptance testing for digital releases. The Specialist works in a high-volume, fast-paced environment, exercises sound judgment on sensitive member matters, and uses CUTX-approved AI and productivity tools to improve service quality and operational accuracy.

Requirements

High school diploma or equivalent required.
Previous customer service experience required.
Minimum two (2) years of financial industry experience.
Minimum two (2) 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; ability to learn CUTX's 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 convey technical concepts to non-technical users.
Strong attention to detail, 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 in a fast-paced, continuously evolving work environment with willingness to accept additional responsibilities.
AI Literacy - Intermediate proficiency.
Member Centricity - Intermediate proficiency.
Technical Aptitude - Intermediate proficiency.
Operational Discipline - Advanced proficiency.
Compliance Orientation - Intermediate proficiency.
Communication - Intermediate proficiency.
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.
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) — handling of digital banking transactions, error resolution, and unauthorized transaction claims.
Gramm-Leach-Bliley Act (GLBA) and Safeguards Rule — protection of member NPI in digital channels.
Electronic Signatures in Global and National Commerce Act (E-SIGN) — handling of electronic consents in online account opening and digital service requests.
NACHA Operating Rules as applicable to Bill Pay and ACH-related digital banking activity.
Remote Deposit Capture (RDC) operational and risk controls consistent with FFIEC guidance.
CUTX Digital Services, Online Banking, and Bill Pay procedures.

Nice To Haves

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

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 (technical support).
Provide email and phone support to members and CUTX staff on digital channel products, troubleshooting issues, and guiding users through resolution.
Respond to high volumes of inbound inquiries within department service-level expectations while maintaining accuracy and member-centric tone.
Document inquiries, troubleshooting steps, and resolutions in the system of record to support audit trail and continuous improvement.
Process all member service request forms received via Online Banking, including debit card privilege pay opt-ins.
Ensure accounts opened online are properly funded and reconciled; reconcile related general ledger entries on a monthly basis.
Post funds to member accounts and applicable general ledger accounts accurately and timely.
Work assigned daily, weekly, and monthly reports for the Digital Services department, including exception, funding, and reconciliation reports.
Perform user acceptance testing (UAT) for digital products, enhancements, and platform releases.
Document test results, defects, and observations; partner with the Digital Services Manager and IT to validate fixes prior to release.
Provide frontline feedback on digital product usability and member experience improvement opportunities.
Effectively communicate task and project status to peers and management; escalate issues to the Manager, Support Services as appropriate.
Partner with Member Service, Branch Operations, Lending, and IT to resolve cross-functional member-impacting issues.
Maintain a positive, team-oriented attitude in a fast-paced, continuously evolving digital banking environment.
Apply BSA/AML, OFAC, GLBA, and Regulation E expectations in handling member digital banking inquiries, dispute intake, and account actions.
Exercise good judgment and discretion in handling sensitive member information and topics.
Identify and escalate suspected fraud, unauthorized access, or potential member-harm issues to the Manager, Support Services and Fraud / Compliance teams.
Maintain documentation sufficient to support audit, examination, and internal control review.
Apply human-in-the-loop review on every AI-drafted member or staff communication before it is sent.
Validate AI-retrieved procedural or product information against authoritative CUTX sources before acting on it.
Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
Refrain from entering member NPI, confidential CUTX information, or material non-public information 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.