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

Outcome

Primary KPI

Reporting Cadence

Target / Direction

Members receive timely, accurate service on card inquiries.

Average Speed of Resolution — average time from member inquiry to resolution.

Monthly

▼ 100%

Disputes are processed within regulatory timeframes.

Regulation E / Regulation Z Timeliness — percent of disputes acknowledged and provisional credit applied within required timeframes.

Monthly

▲ 100%

Card maintenance and transaction processing is accurate.

Processing Accuracy Rate — percent of card maintenance and dispute actions completed without rework or material error.

Monthly

▲ ≥ 98%

GL accounts tied to card activity remain reconciled.

GL Reconciliation Timeliness — percent of assigned GLs reconciled by month-end with no aged items beyond policy threshold.

Monthly

▲ 100%

Members experience a high-quality service interact