Position Summary

The Card Operations Specialist serves as the subject matter expert for all matters relating to credit cards, debit cards, prepaid cards, and mobile wallets at Credit Union of Texas. The role exists to deliver an unexpected member experience by assisting cardholders and internal stakeholders with a wide range of questions, disputes, and service requests; processing card maintenance and transaction research; handling fraudulent and disputed transactions; and supporting daily correspondence and reconciliation activities. The Specialist uses CUTX-approved AI and analytics tools to triage inquiries, classify disputes, and draft member communications, with human-in-the-loop review on every member-impacting output.

Key Responsibilities

Member Servicing & Card Support

• Receive and respond to daily telephone calls and email correspondence related to credit, debit, prepaid, and mobile wallet card products, providing consistent and exceptional member service.
• Consult with members to identify their needs, offer solutions, and follow up as needed to ensure timely resolution.
• Process all mail received pertaining to card products, including address changes on credit cards.
• Respond to inquiries from CUTX branches and internal stakeholders regarding card products and features.

Card Maintenance & Transaction Processing

• Process credit card functions including payments, balance transfers, credit limit increases, and authorized user additions.
• Process debit card functions including credit limit increases and exception reporting.
• Activate mobile wallets (Apple Pay, Google Pay, Samsung Pay) in the Mastercard online system as needed.
• Enter travel notes on debit and credit cards to support uninterrupted member use while traveling.
• Process lost and stolen card reports and reissue cards per procedure.

Disputes, Fraud & Research

• Conduct research on debit and credit card transactions to support member inquiries and dispute claims.
• Process card disputes and fraudulent transaction claims, applying provisional credit per Regulation E and Regulation Z timeframes.
• Process EFT/ATM withdrawal disputes, including validating ATM general ledger entries, reviewing ATM audit logs, and issuing provisional credit.
• Document each dispute and fraud case in the system of record sufficient to support chargeback recovery, audit, and examination review.

Reconciliation & Accounting Support

• Reconcile assigned general ledger accounts related to card activity.
• Assist the Accounting department with research and resolution of pending or suspense items related to card transactions.

Risk, Compliance & Documentation

• Maintain accurate, audit-ready records on every card maintenance, dispute, and fraud action handled.
• Apply Regulation E, Regulation Z, and CUTX dispute procedures to all member-impacting card actions.
• Exercise good judgment and discretion when handling confidential member information.
• Identify and escalate suspected fraud rings, BSA/AML red flags, or potential member-harm concerns to the Manager of Card Operations and the BSA Officer.

Continuous Improvement

• Participate in pilots of CUTX-approved AI tools that support card operations, contribute feedback, and adopt approved enhancements.
• Identify recurring member pain points or process inefficiencies and recommend improvements to the Manager of Card Operations.

Performance Outcomes & KPIs

Qualifications

Education

• High school diploma or general education degree (GED) required.
• Associate degree preferred.

Experience

• Minimum one to two (1–2) years of related financial institution or customer service experience.
• Previous plastic card (credit/debit) experience preferred.
• Prior credit union experience preferred.
• Prior experience handling Regulation E or Regulation Z disputes preferred.
• Bilingual preferred but not required.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Basic understanding of financial products and services, with particular focus on credit and debit card products.
• Working knowledge of Regulation E (Electronic Fund Transfers) and Regulation Z (Truth in Lending) dispute and error-resolution requirements.
• Standard computer skills, including Microsoft Office (Outlook, Word, Excel) and 10-key calculator; minimum 40 wpm typing.
• Excellent member service skills and a genuine drive to assist others.
• Strong written and verbal communication, using courteous and proper grammar.
• Proven ability to stay focused and maintain productivity while managing multiple interactions and frequent interruptions.
• Good judgment and discretion when handling confidential member information.
• Strong attention to detail and documentation discipline.
• Positive attitude and team orientation.

Core Competencies

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Card Operations Specialist is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted dispute classification and triage — AI categorizes inbound dispute claims (fraud, merchant dispute, processing error) and recommends the applicable workflow.
• AI-assisted fraud pattern detection — AI surfaces transaction patterns and behavioral signals consistent with card fraud or compromise for Specialist review.
• AI-assisted member communication drafting — AI drafts member-facing email responses and dispute correspondence from approved templates for Specialist review and edit.
• Document extraction and triage — AI extracts structured fields from dispute forms, merchant correspondence, and chargeback documentation to populate the system of record.
• AI-augmented call summarization and case notes — AI generates draft notes and call summaries for Specialist review and posting to the member record.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Card Operations Specialist retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Card Operations Specialist is required to:

• Refrain from entering member non-public personal information (NPI) — including full card numbers, CVV, full SSN, or PIN — 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.

Approved AI Tools

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• CUTX-approved AI-augmented features within the core card processing, dispute management, and fraud monitoring platforms.
• CUTX-approved AI-augmented call summarization and case-notes tooling.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

Prohibited AI Use

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action, including denial of a dispute claim, denial of provisional credit, or card closure.
• Entering member NPI (full card numbers, CVV, full SSN, PIN, online banking credentials, or full account numbers) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to draft formal member-facing legal or regulatory notices (e.g., Regulation E adverse-action letters); these documents must be drafted from approved templates and reviewed per existing procedure.
• Using AI to circumvent dual-control or four-eyes requirements on card maintenance, credit limit changes, or provisional credit postings.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Card Operations Specialist is responsible for 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.

AI-Specific Compliance Obligations

The Card Operations Specialist is responsible for the 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.

Role-Specific Compliance Obligations

• Regulation E (Electronic Fund Transfers Act) — error-resolution procedures, provisional credit timing, and member notification requirements for debit and ATM disputes.
• Regulation Z (Truth in Lending Act) — billing-error resolution and unauthorized-use procedures for credit cards.
• Card network rules and chargeback procedures (Mastercard, Visa, and applicable ATM networks).
• Bank Secrecy Act / Anti-Money Laundering and OFAC requirements as they apply to card activity, including identification and escalation of suspicious card activity.
• Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule as applied to handling of card and member NPI.
• CUTX Card Operations Policy, Dispute Procedures, and Fraud Procedures.

Working Conditions & Physical Requirements

This role is performed on-site at the CUTX Corporate Office in a standard office environment with no hazardous or significantly unpleasant conditions. The work is sedentary in nature. Essential physical activities include the ability to remain stationary at a workstation for extended periods; use of finger dexterity and grasping to operate a keyboard, mouse, calculator, and standard office equipment; repetitive motion of the wrists, hands, and fingers; clear talking and average hearing sufficient to convey detailed instructions and conduct member conversations by phone; average visual acuity sufficient to prepare and inspect documents on screen and paper; and occasional standing, walking, reaching, stooping, kneeling, or crouching, with occasional lifting of up to 25 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.

Acknowledgement & Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.