Account Services Support Specialist Bilingual

About the role

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.

Responsibilities

• 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.
• Audit IRA documents for accuracy, assist with tax filing end of year processes, and reconcile required GLs to ensure balancing.
• Process Notices of Reclamation from the Internal Revenue Service and other government entities.
• 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 immediately.

Qualifications

• High school diploma or GED required.
• Associate or bachelor's degree preferred.
• Minimum two (2) years of customer service experience at a credit union or other financial institution.
• Minimum two (2) years of IRA administration experience.
• Prior credit union experience preferred.
• Bilingual English / Spanish preferred.
• Prior experience with deceased account processing, IRA processing, or loan maintenance preferred.