American Heritage Credit Union
  • Administration Building
  • Philadelphia, PA, USA
  • Highly Competitive
  • Hourly
  • Full Time

We offer an outstanding benefits package, including a 401(k) with a generous company match and a progressive & environmentally friendly work environment.

American Heritage Credit Union, a $4 billion credit union, has an immediate opening for a Electronic Funds Services Representative at our main office in Northeast Philadelphia.


  • Must meet the following standards of service as evaluated by our internal and external members.
  • I will provide accurate information.
  • I will respond and follow through with all requests in the agreed upon time frame.
  • I will conduct myself in a friendly and professional manner.
  • I will listen effectively and offer solutions appropriate to you individual needs.
  • I will project a whatever it takes attitude.
  • I will address you by name and thank you for your business.
  • Initiate all call intake requests for card claims submitted by American Heritage associates: Ensure calls are processed on a recorded line; Capture all pertinent information related to the dispute for accuracy; Complete the applicable questionnaire in Centrix; Analyze information provided by member to ensure all factors are accurate prior to submission in Verifi, DRC or Data Navigator and is in compliance with Regulation E; Send claim documents to member via Docusign for authorization; Update Centrix to process applicable provisional credits and create correspondence.
  • Process all card claims submitted in Centrix by branch staff: Analyze information submitted from member/branch to ensure all factors are accurate prior to submission in Verifi, DRC or Data Navigator and is in compliance with Regulation E; Update Centrix to process applicable provisional credits and create correspondence.
  • Process card-not-present card claims through Verifi to expedite the refund process where applicable; Submit through DRC process in cases declined by Verifi; Update Centrix as required.
  • Process MasterCard (MC) debit card settlement with accuracy; Post all applicable items to the proper accounts; Research any discrepancies with IS team and/or FIS.
  • Research Bill Payment orP2P items in question by members.
  • Research Bill Payment or P2P potential fraud inquiries made by IPay within stated timeframes to ensure protection and accuracy for members and American Heritage and also to prevent item(s) from being deleted.
  • Review all claim processing systems for updated information, representments and/or final credits; Update Centrix to ensure processes are accurate and correspondence is sent to members.
  • Participate in Centrix upgrade testing as assigned by EFS management; Provide feedback and updates within required timeframes.
  • Process all Device Services related tickets and assist branches and Contact Center associates with inquiries for quick resolution; Update tickets as applicable.
  • Process plastics inventory requests for branch use; Monitor card inventory and report replenishment needs to EFS management.
  • Update all applicaable monthly activity tracking reports for Board Statistic preparation.
  • Process Online teller card files and application of fees.
  • Fulfill card orders for Contact Center requests and ensure all files are processed timely to allow for mailing from American Heritage rather than FIS
  • Monitor CAMS alerts from MC to ensure cards are monitored and replaced if necessary.
  • Monitor ATM activity and submit service call requests to Shields when necessary; Monitor service calls for ATM issue resolution and escalate when necessary.
  • Process separate GL reconciliations for all Device Services related activities (debit card claims adjustments, credit card claims adjustments, ATM adjustments, MC cash advances, MC clearing, debit card chargebacks, credit card chargebacks, Newtek, Bill Payment and P2P).
  • Process all travel notification updates on credit and debit cards to ensure FIS is aware of travel to avoid FALCON blocks.
  • Cross train and assist with EFS FRB Services workflows when necessary.
  • File CUNA Claims when necessary.
  • Process requests for Score Card points transfers.
  • Process all return mail related to card production and claim correspondence.
  • Remain current and knowledgeable of all aspects of local, state, and federal regulations that affect the credit union.
  • Ensure work area is clean, secure, and well maintained in conjunction with our clean desk policy.
  • Remain active in the University Program of American Heritage Credit Union and complete the position's present curriculum as outlined in the Online University by completing the following - Credit Union annual required compliance training, the Online University required coursework within assigned timeline, and the supplemental courses listed in the Online University Curriculum within the prescribed timeline.


One to three years of similar or related experience.

Experience in a customer service position in a financial institution preferred.

  • Intermediate working knowledge of PC applications (Word, Excel, MS Outlook, and Symitar).
  • Requires education equivalent to a four year high school diploma
  • Must be able to work 9AM - 6PM Monday - Friday.
  • Must be available for rotating Saturdays.

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.

*** Come experience why American Heritage Federal Credit Union is a nine time award winner in the Philadelphia Business Journal Best Places to Work contest!! ***


American Heritage Credit Union
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