Responsible for general processing of Keys FCU’s debit and credit cards, activity reports, and specialized functions. Provides support to Branch Operations and directly to members. Performs necessary functions to explain, promote, establish, and maintain credit and debit accounts and services. Performs fraud prevention activities to protect Keys FCU assets while ensuring exceptional member services.

Duties and Functions Essential to the Successful Performance of the Job:

Management reserves the right to add or change duties listed.

• Process new card orders and reissue expired cards, process credit/debit card limit changes, set up and cancel auto pays on credit cards, process balance transfers, process credit card payment reversals and other monetary adjustments, establish and maintain appropriate files and records on member accounts.
• Review lost/stolen and replacement card requests, take appropriate action.
• Review and investigate compromised member accounts to determine whether fraudulent, unauthorized, or other misuse of account has occurred. Process fraud and disputes claims according to the current regulations and internal procedures.
• Complete documentation for chargeback and fraud processing, as well as for submittal to the insurance company.
• Perform transactions between member accounts and general ledgers pertaining to card related processes.
• Support branch personnel with questions regarding debit/credit cards, including card activities, card statements, disputes, monetary adjustments.
• Assist members with account inquiries, problems, adjustments, and changes by telephone, e-mail, or correspondence.
• Communicate information regarding card programs.
• Monitor alerts for activity requiring intervention.
• Participate in special projects and perform other duties and assignments as needed.
• Comply with all department and credit union policies and procedures.

Minimum Job Requirements:

Education:

· High school diploma or general education degree (GED)

· Associate degree in Business, Finance, Accounting, Economics, or a related field (Preferred)

Experience:

· One to three years of similar or related experience.

· Experience administering debit and credit card services (preferred).

Specific Skills:

· Knowledge and experience with card services products, programs, processes, and vendors.

· Knowledge of processes and methodologies for asset protection, fraud prevention, charge dispute resolution, and related issues.

· Knowledge of state and federal regulations associated with card services programs, asset protection, fraud prevention, charge dispute resolution, and related topics.

· Knowledge of Credit Union lending and members service policies and procedures.

· Ability to gather information and data using logical or sequential thinking to research and resolve questions, issues, and discrepancies.

· Ability to utilize relevant data and information to make sounds decisions within specified timeframe.

· Ability to prioritize and organize work, handle multiple tasks, and meet deadlines in a fast paced, high-volume environment.

· Ability to speak clearly and concisely to convey information to others.

· Ability to proficiently use office software to create written documents (e.g., MS Word and PowerPoint) and prepare spreadsheets (e.g., MS Excel).

· Ability to proficiently use database applications to enter, maintain, research and report data.

· Ability to navigate multiple technologies while staying engaged with members.

Specialized Knowledge, Licenses, Etc.:

None

Supervisory Responsibility, if any

None

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Keys Federal Credit Union expects that its employees will conduct themselves with the highest ethical standards. The Credit Union also expects its employees to conduct business in accordance with all Bank Secrecy Act, anti-money laundering and other regulatory laws. Information security and confidentiality of member information are of the utmost importance to the Credit Union. Employees shall not knowingly provide assistance to individuals who attempt to violate or avoid these laws or the Credit Union’s policies.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Key West, FL 33040: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Financial Services Remote Customer Support: 1 year (Preferred)

Work Location: One location

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