Digital Services Specialist

1 Bethany
900 W Bethany Dr
Suite 500
Allen, TX 75013, USA

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.

• 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; elevate 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 elevate 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.

Outcome

Primary KPI

Target / Direction

Members and staff receive timely, accurate digital channel support.

Average response and resolution time on digital services inquiries (email and phone).

Monthly

[Target — confirm with Manager, Support Services]

Online-funded accounts are fully funded and reconciled.

Online Account Funding Reconciliation Accuracy — percent of monthly funding entries reconciled without exception.

Monthly

Digital Services operational reports are worked completely and on time.

Report Completion Rate —…