Loan Maintenance Support Specialist Bilingual

Position Summary

The Loan Maintenance Support Specialist provides general administrative and operational support across multiple back‑office functions at Credit Union of Texas, including Real Estate, Collections, Sales and Service, Collateral Titles and Records, processing account maintenance requests. The role resolves loan documentation errors, credit reporting disputes, processes loan maintenance requests, posts transactions and balances general ledgers, and assists front‑line staff and members with loan account related questions and resolutions.

The Specialist handles Salesforce cases routed to the Support Services Department, and partners with internal departments to deliver responsive service while working in a fast‑paced environment. The Specialist applies CUTX‑approved AI and workflow tools to triage cases, draft member correspondence, and surface documentation gaps, while exercising human‑in‑the‑loop judgment on every member‑ or account‑impacting output.

• Assist Front Line staff and members in researching and resolving loan maintenance or documentation errors or questions in a timely manner.
• Audit funded loans to ensure accuracy of loan transactions compared to loan documents on file.
• Process loan and account maintenance requests, including necessary loan and account corrections, obtaining missing documentation and updating the account or loan files by sending forms for member signature and updating systems of record as required.
• Process Release of Liens for HELOCs ensuring adherence to Texas regulations for HELOC processing.
• Work pending‑documentation reports and follow up with outside financial institutions, members, and legal entities to ensure timely processing.
• Research and respond to credit dispute inquiries to ensure accuracy of reporting according to regulatory requirements.
• Serve as backup to the Insurance Specialists to answer insurance related questions from members, insurance companies, or other third party agencies for proper review and processing.
• Ensure Insurance (PPI) claims are processed properly and GLs are balanced according to files received by third party vendor. Verify and balance GLs to ensure accuracy in reporting.
• Process check deposits for loans, payoffs, and accounts as required ensuring accuracy in work completion.
• Perform audits, as needed on loan transactions for various departments to determine any inaccuracy in reporting.
• Adhere to all regulatory requirements for payments, credit reporting, and dispute resolutions.
• Perform other job duties as assigned and needed to meet service level expectations for the Support Services Department.

• Process all Salesforce cases routed to the Support Services Department within established service level expectations.
• Deliver service to internal and external members that meets or exceeds CUTX core values and creed.
• Communicate with members and internal partners by phone, email, and case notes using courteous and accurate language.

• Maintain documentation of compliance activities and work performed sufficient to support audit and examination.
• Observe work processes and recommend improvements to the Support Services Manager.
• Participate in monthly team meetings to identify department, contact center, and branch needs and opportunities.
• Cross‑train in all departmental procedures and perform other duties as assigned to maintain credit union and member satisfaction.

Resolve Salesforce cases within service‑level expectations (≥95% compliance). Target cycle time average 3 business days. Balance GL accounts on schedule (100% timely). Review all AI‑assisted outputs before action.

• High school diploma or equivalent (GED).

• Minimum two (2) years of customer service experience at a credit union or other financial institution.
• Prior experience with loan documentation review, lien perfection, or loan funding audit preferred.
• Bilingual English / Spanish preferred.

• None required.

• Knowledge of loan policies, procedures,…