Account Services Support Specialist

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

The Account Services Support Specialist provides general administrative and operational support across multiple back-office functions at Credit Union of Texas, including IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, and Loan Maintenance. The role resolves membership application and documentation errors, oversees IRA administration, Deceased processes, processes loan maintenance requests, posts transactions, balances general ledgers, opens memberships for the Texas Mortgage Lending, researches accounts for transaction and payment history issues, and assists Front Line staff and members with account related questions and resolutions.

The Specialist works Salesforce cases routed to Support Services, partners with internal departments to deliver responsive service, and leverages CUTX-approved AI and productivity tools to improve accuracy, throughput, and audit-readiness across a high-volume, multi-process queue.

• Process Salesforce cases routed to Support Services across IRAs, Real Estate, Collections, Sales and Service, Digital Services, Deceased Accounts, Subpoenas, and Loan Maintenance.
• Resolve membership application and documentation errors by updating systems and routing forms to members for signature as needed.
• Process all loan and account maintenance requests, including necessary loan and account corrections, obtaining missing documentation, and updating the account files.
• Post transactions and balance assigned general ledger accounts; research and resolve out-of-balance conditions.
• Open memberships and assist with account related questions for the Texas Mortgage Lending Department in accordance with CIP/CDD requirements.
• Audit funded share accounts to ensure accuracy of system data and supporting documentation.
• Process incoming mail delivered to CUTX, posting transactions, and delivering amil to appropriate departments accurately.
• Review and perform audits for account file maintenance, dormant accounts, and escheat process accuracy.
• Process Release of Liens for HELOCs ensuring adherence to Texas regulations for HELOC processing.

• Prepare IRA transfers, distributions, rollovers, conversions, death claims, and closures in accordance with government regulations and CUTX policy.
• Assist with creating and updating IRA processes and procedures.
• Assist Front Line staff with questions pertaining to IRA processes.
• Audit IRA documents for accuracy, assist with tax filing end of year processes, and reconcile required GLs to ensure balancing.
• Review and request documentation required to close decedent accounts in accordance with CUTX deceased account procedures.
• Process Notices of Reclamation from the Internal Revenue Service and other government entities.
• Assist Front Line staff with questions pertaining to Deceased Accounts.

• Respond to third-party requests for account and loan verification, including transaction history research on share and loan accounts.
• Work pending-documentation reports and follow up with outside financial institutions and legal entities by phone, email, and secure correspondence to ensure timely processing.
• Research transaction issues, loan payment history, and account discrepancies in support of internal departments and members.
• Deliver outstanding service to both internal and external members consistent with CUTX core values and creed.
• Build relationships with internal departments to understand business needs and improve team output.
• Participate in monthly team meetings to identify department, contact center, and branch needs and opportunities.
• Observe work processes and recommend improvements that increase accuracy, speed, or member experience.
• Assist with mail room operations, including picking up branch mail and distributing mail across departments and branches.
• Perform other duties as designated or requested by management; cross-train in all departmental procedures to provide coverage.

• Maintain documentation of compliance activities and work performed sufficient to support audit and examination review.
• Apply BSA/AML, OFAC, USA PATRIOT Act, and GLBA requirements in day-to-day account, IRA, and deceased account work.
• Escalate suspected fraud, elder financial exploitation, wrongful account activity, or compliance concerns to the Manager of Support Services…