Greet members professionally, identify their financial needs and provide solutions.

Provide outstanding member service and resolve routine and complex account inquiries.

Build and maintain strong member relationships through proactive engagement and cross-selling.

Educate members on Credit Union products, services, and digital tools while determining members’ needs and recommending appropriate solutions.

Educate members on fraud prevention and detection.

Accurately process deposits, withdrawals, transfers, and loan payments.

Balance cash drawer daily and comply with dual control and cash-handling procedures.

Identify and prevent potential fraud and report suspicious activity.

Adhere to all BSA/AML, OFAC, and regulatory requirements.

Adhere to GCFCU and FCUSS (Shared Branch Acquirer) policies and procedures as well as state and federal law and regulations, such as BSA, Reg. CC, OFAC, TISA, Information Security etc.

Be aware of BSA matters commensurate with position, report any suspicious activity to the manager or compliance officer and satisfactorily complete any required BSA training.

Open accounts and service all membership questions and applications.

Cross-sell and refer appropriate Credit Union products and services such as auto loans, personal loans and lines of credit, deposit accounts and products and digital services to members.

Assist members with account maintenance, debit cards, online banking, address changes and more.

Support branch sales goals while maintaining a “we do more” attitude with all members.

Work towards certification in Credit Union Financial Counseling.

Complete assigned training courses.

Work towards becoming State of Florida Notary.

Assist with branch opening and closing procedures assigned.

Maintain accurate documentation and ensure policy compliance.

Support branch operations during peak hours or staffing shortages.

Participate in training, coaching, and team meetings.

Working Saturday hours are required.

Business Development

• Develop and maintain relationships with local businesses, select employer groups, schools, non-profit organizations, and community leaders.
• Identify opportunities to expand membership, deposit growth, and loan production through community and business partnerships.
• Represent Gold Coast FCU at networking events, SEG events, chamber functions, trade shows, business expos, and community activities.
• Assist with the development and execution of Select Employee Group (SEG) and community partnership strategies.
• Conduct on-site presentations for partner organizations.
• Open new accounts and generate referrals for lending products.

Community Engagement/Development

• Coordinate and participate in community outreach programs, financial literacy events, and volunteer initiatives.
• Serve as a brand ambassador for Gold Coast FCU in the communities we serve.
• Support Gold Coast Cares and other corporate social responsibility initiatives.
• Build relationships with schools, civic organizations, and local charities to increase community awareness and engagement.
• Assist in executing credit union’s community development plan for all CDFI work

Member & Branch Support

• As “branch on the road,” assist members and prospective members with account opening and product education at various on-sites.
• Ensure a seamless, positive experience for prospective members introduced through community partnerships.
• Support branch growth goals through lead generation.

Event Coordination & SEG Marketing

• Collaborate with Marketing and Member Experience teams to plan and execute promotional campaigns at SEGs or at community events.
• Coordinate event logistics and sponsorships.
• Maintain calendar of all community development and business development events.

Administrative Responsibilities

• Maintain accurate records of SEG contacts, community contacts, referrals, and event participation.
• Monitor achievement of outreach goals and recommend strategies for improvement.
• Ensure compliance with all credit union policies, procedures, and applicable regulations.

Give friendly, courteous service by providing information to current and potential members concerning membership eligibility, products and services including loan products and membership benefits.

Engage with members across multiple communication channels such as phone, email, secure messaging, and live chat.

Support the call center service initiatives with comprehensive knowledge of the credit union product benefits and values for the existing member base, as well as the development of new business.

Have a conversation with the member when analyzing the credit report and discuss cross sell opportunities.

Utilizing the relationship process, with effective and efficient communication, determine member needs, and open appropriate recommended accounts/services.

Ensure that members who utilize GCFCU online loan applications receive prompt efficient and high quality service.

Perform all operational duties assigned according to credit union policies and procedures with strict attention to accuracy, timeliness and efficiency. Process teller transactions. Ensure that all proper account disclosures and documents are provided.

Knowledgeable in all digital products and services to best support members.

Adherence to GCFCU policies and procedures as well as state and federal rules and regulations such as, BSA, Reg. CC, OFAC, TISA, Information Security etc.

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

Contribute to the attainment of the corporate vision.

Establish rapport with members by greeting member with an enthusiastic tone of voice and giving undivided attention to him/her.

Maintain and present a positive work behavior.

Participate in all team meetings and take on leadership roles as assigned. Participate in all product knowledge training to enhance skills.

Effectively sell and promote the credit union’s products and services in order to exceed members expectations.

Direct the administration of the Information Technology Department, including budgeting, staffing, performance management, vendor oversight, project prioritization, and operational planning. Provide strategic recommendations regarding technology investments, digital transformation, innovation, and operational improvements.

Develop and implement technology strategies aligned with the Credit Union’s strategic plan.

Continuously evaluate and evolve products and services to meet changing member needs.

Experience with the implementation, enhancement, maintenance, and conversion of core processing systems, hardware, software, network infrastructure, and digital banking platforms. Direct Corelation experience strongly preferred; knowledge of Fiserv, or other core processing systems is beneficial. Strong understanding of core system integrations, APIs, digital banking interfaces, payment systems, loan origination systems, and third-party fintech solutions.

Monitor system performance, availability, and reliability to ensure uninterrupted service delivery. Ensure business continuity and disaster recovery plans are tested and maintained.

Establish and manage relationships with third-party providers to deliver aligned, high-quality member experience.

Monitor system performance, availability, and reliability to ensure uninterrupted service delivery. Ensure business continuity and disaster recovery plans are tested and maintained.

Adherence to GCFCU policies and procedures as well as state and federal rules and regulations such as, BSA, Reg. CC, OFAC, TISA, Information Security etc.

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

Ensures that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood.

Ensures that all organization activities and operations are carried out in compliance with NCUA, local, state, and federal regulations and laws governing business operations.

Review and manage delinquent loan accounts, negative deposit balances, and assigned collection queues by contacting members, evaluating repayment capacity, monitoring payment arrangements, and maintaining accurate documentation of collection efforts and account status.

Negotiate payment plans, extensions, workout arrangements, and other collection solutions within established authority limits and departmental guidelines while working to minimize losses and restore accounts to good standing.

Recommend and administer appropriate collection actions, including workout plans, account restrictions, repossessions, legal action, charge-offs, and third-party collection placement.

Process account closures related to charge-off, recovery, or collection situation in accordance with credit union policies and procedures.

Post and reconcile recovery payments received on charged-off accounts from collection agencies, attorneys, or other recovery sources.

Administer bankruptcy and repossession accounts by reviewing legal documentation, coordinating with attorneys, trustees, courts, and approved vendors, maintaining required account controls, and ensuring compliance with applicable laws and court requirements.

Monitor repossession, recovery, and deficiency balance activity while recommending effective collection, recovery, and loss mitigation strategies.

Evaluate member financial circumstances and recommend practical repayment alternatives that support both member retention and the credit union’s risk management objectives.

Ensure all collection, recovery, bankruptcy, repossessions, and account servicing activities comply with applicable federal and state laws, including but not limited to FDCPA, FCRA, MLA, SCRA, OFAC, BSA/AML requirements, and NCUA guidance.

Process credit reporting disputes through e-Oscar and other designated systems while maintaining accurate records and timely responses.

Support audits, examinations, quality control reviews, and legal proceedings through complete documentation, proper account maintenance, and adherence to policies and procedures.

Remain knowledgeable regarding regulatory compliance and changes, collection requirements, and industry best practices relevant to collection operations.

Deliver professional, respectful, and solution-oriented service while independently managing assigned workloads, maintaining productivity standards, and ensuring timely completion of collection activities and follow-up requirements.

Exercise sound judgment in resolving member concerns, negotiating repayment arrangements, and addressing complex collection situations while maintaining consistent follow-through and accountability.

Identify collection trends, workflow inefficiencies, and opportunities to improve recovery efforts and member outcomes, making constructive recommendations to management when appropriate.

External transfers

Debit card disputes

Check fraud

Zelle

Incoming/outgoing wire transfers

Mobile deposit capture

ATM/ITM deposits

Police investigations

Investigating deposit and loan alerts in the FCRM system and determining if a CTR or SAR requires a report to be filed.

Processing and tracking fraud claims within established timeframes according to NACHA, Reg E, card network rules, and internal policies.

Initiating stop‑payments, account blocks, holds, or closures when necessary to prevent further loss.

Provide recommendations to management on account restrictions, additional verification, or system changes.

Assisting with preparation of SARs when fraud activity meets reporting thresholds.

Assisting with preparation of CTRs.

Maintaining accurate records of fraud investigations and preparing internal reports for management and audits.

Coordinating with the Designated BSA Officer to ensure that required suspicious activities reports are filed accurately and timely.

2+ years in financial institution operations and fraud field or financial crimes.

Knowledge of BSA, OFAC, and AML laws, rules, and regulations.

Effective communication skills (both oral and written).

Ability to manage highly confidential information professionally and with appropriate discretion.

Knowledge of and ability to employ internal controls to enhance business strategies for the purpose of detecting, correcting, and preventing fraudulent activities.

Strong problem-solving, attention to detail, data review, and time management skills.

Knowledge of credit union products and services.

Strong understanding of fraud schemes related to ACH, checks, digital banking, cards, and account takeovers.

Working knowledge of credit union operations, share branching, and regulatory requirements (Reg E, NACHA, BSA/AML, OFAC).

Ability to analyze complex data and identify patterns or anomalies.

Strong decision‑making skills with sound judgment.

Excellent verbal and written communication skills.

High attention to detail and accuracy.

Ability to maintain confidentiality and handle sensitive information.