Do you want to be part of a dynamic institution that is one of the fastest growing credit unions in the country? Become a part of the First Florida Credit Union team where our employees create a culture that enables our organization to be among one of the 100 Best Companies to Work For in Florida as designated by Florida Trend magazine for over a decade. Our employees are the critical element in fulfilling the First Florida Credit Union mission of being a thriving credit union creating value for members by deepening relationships with current members and engaging with potential members.
Also, First Florida Credit Union recognizes the importance of benefits that provide financial security for our employees and their families and is committed to providing a competitive benefits package to eligible employees.
Role:
Responsible for assisting internal and external members with card issues that fall within the Card Services
Department responsibilities and perform maintenance on the system as needed. Ensure all assigned departmental
reports are processed timely and accurately. Responsible for processing assigned fraud / dispute cases in
accordance with government regulation including the creation and maintaining of detailed file records. Ensure all
close-out packages are completed timely and accurately. Must have a working knowledge of all department
processes and the ability to step in as backup when needed.
Essential Functions & Responsibilities:
Responsible for reviewing and processing all fraud and dispute cases to ensure they are processed
in accordance with government regulations as well as internal policies and procedures. When
appropriate, act as liaison between the member and merchant to resolve disputed transactions.
Ensure that all cases are processed timely and accurately and maintain a detailed record of all
provisional credits as well as losses and recoveries. Audit all fraud and dispute case files from
our outside vendor for timely resolution and receipt of closeout packages and processed with our
insurer.
Provide informed, accurate, professional assistance to Credit Union employees and members.
Work closely with the accounting department to ensure all reporting and balancing is completed
daily.
Responsible for ATM machine related issues which includes transaction research, opening
service calls and tracking to completion.
Assist with branch instant issue and gift card maintenance.
Process daily and monthly reports to include network research, exception items and balancing.
Responsible for returned credit and debit cards, expedited shipping of cards and reward points.
Process Visa tokenization on member cards such as Apple Pay and other wallet pays.
Review both internal and external data from vendors to identify current fraud trends. Notify
manager of findings to proactively implement strategies to minimize potential losses.
Prepare monthly departmental activity reports by the 10th of the following month.
Responsible for compliance with Credit Union policies including the Bank Secrecy Act and
Customer Identification Program.
Perform other related duties as assigned.
Performance Measurements:
1. Adhere to the credit union Service Standards in all interactions both internal and external as well as
employing CML (Creating Member Loyalty) skills.
2. Troubleshoot and resolve member and internal inquires in a timely, friendly and accurate manner.
3. Accountable for updating performance plan with accomplishments monthly.
4. Maintain a dependable record of attendance and timeliness.
5. Carry out assigned responsibilities with minimal errors according to established department standards.
Knowledge and Skills:
Experience One year to three years of similar or related experience.
Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing,
or (3) completion of specialized training courses conducted by vendors, or (4) job-specific
skills acquired through an apprenticeship program.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for
the purpose of first-level conflict resolution, building relationships, and soliciting
cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills Must have excellent communication skills. 10-key calculator, computer keyboard skills and
knowledge of the Microsoft
Physical
Requirements This is sedentary work which requires the following physical activities: bending, stooping,
kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking,
hearing and visual acuity. Specific vision abilities required for this job include close vision,
distance vision, color vision, peripheral vision, depth perception, and the ability to adjust
focus. As required or requested, may exert up to 25 pounds of force occasionally and/or a
negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
Work Environment Generally inside work with occasional exposure to weather conditions.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Skills Required
- One to three years of similar or related experience
- Two-year college degree, specialized certification or licensing, specialized vendor training, or job-specific skills acquired through an apprenticeship program
- Excellent communication skills
- 10-key calculator skills
- Computer keyboard skills
- Knowledge of Microsoft
What We Do
First Florida Credit Union is a not-for-profit, member-owned cooperative headquartered in Jacksonville, Florida, with 18 branches across the state serving over 62,000 members. The organization's guiding mission is to support its members' financial aspirations by providing affordable financial products and services with outstanding member service, adhering to the founding principle of 'people helping people' to enrich their members' lives.
