First Entertainment Credit Union

Ecommerce

• Own help desk operations for Digital Experience while identifying approaches to maximize efficiency on intake and triage.
• Review, investigate, plan through, and resolve tier-3 level technical issues escalated from members.
• Serve as a key contributor in identifying, troubleshooting, and supporting the resolution of issues related to member-facing digital services.
• Support and advance departmental releases with Quality Assurance validation.
• Effectively support competing departmental priorities, while balancing day-to-day business operations.
• Maintain clear tracking and scripting for quality assurance on bug remediation and release testing.
• Collaborate and create internal release materials for visibility and peer support.
• Support Release calendar for platform, iOS, and Android changes. Undertake testing and validation across teams and provide quality assurance.
• Play an external-facing role reviewing and responding to App Store comments.
• Monitor the system’s uptime and performanceprepare written and verbal communications of system outages, and disseminate degradation of services to staff and management.
• Monitor, track, and report on all member and staff impacts regarding Digital Banking, including NPS/NES survey data from members and seek additional areas of the platform to provide augmentations and enhancements.
• Enhance digital experience by supporting project development, implementation, and iterative enhancements.
• Optimize quality assurance through automation and efficiency where possible.
• Perform other duties as assigned from time to time.

Digital Experience Analyst

Events

• Perform fraud triage by reviewing alerts, escalations, and suspicious account activity across payment channels, including Zelle, ACH, wires, checks, cards, and digital banking, and determine appropriate next steps.
• Investigate, document, track and maintain fraud cases and claim, ensuring accurate records, timely escalations, and compliance with established procedures and service-level expectations.
• Support fraud and scam claim resolution, including member communication, case follow-up, required reporting, and coordination with internal and external partners.
• Partner with Fraud, Operations, Card Services, Member Services, Compliance, and Risk teams to resolve fraud events, reduce operational risk, and improve workflow efficiency.
• Prepare and maintain fraud-related reporting, reconcile assigned accounts, identify emerging fraud trends, and recommend opportunities to strengthen controls and reduce losses.
• Maintain knowledge of fraud trends, regulations, and department procedures while supporting new fraud tools, process improvements, audit readiness, and rotating Saturday coverage as business needs require.
• Perform other duties as assigned by the leadership as needed.

Fraud Prevention Associate

Representative

• Build relationships with members and identify opportunities to refer credit union products and services.
• Provide exceptional member service to all members of the credit union through various communication channels, including calls, chats, secured messaging, and other tasks within the department. Focus on educating members on digital self-serve options to create the best member experience possible.
• Assist members with inquiries regarding their accounts, products, and services, and navigating through online banking and other digital services.
• Resolve member issues and concerns, including fraud prevention and operations-related items, in a timely and effective manner, including those related to digital services.
• Accurately and efficiently process member transactions, including those conducted through online banking and other digital channels.
• Ensure compliance with all credit union policies and procedures, including those related to online banking and other digital services.
• Actively promote credit union products and services to members, including those related to online banking and other digital self-serve options.
• Participate in ongoing training to stay current with credit union products and services, including those related to digital services and product referrals.
• Perform other duties as assigned.

Member Experience Representative – Temporary Leave Coverage

Marketing

• Collaborate with executive leadership and outside marketing agencies to develop and lead the CineFi marketing strategy, translating business priorities into integrated campaigns and programs that drive awareness, acquisition, engagement, and retention.
• Own the planning and delivery of promotional campaigns across the member lifecycle, including new member offers, onboarding initiatives, product and service utilization campaigns, and retention efforts.
• Support the CineFi marketing P&L through budget planning, investment prioritization, forecasting, and performance analysis to ensure efficient allocation of resources and strong business outcomes.
• Develop incentive strategies and targeted offers that increase new member acquisition, deepen engagement, and encourage adoption of key products and services.
• Lead loyalty and rewards program management, including program strategy, campaign development, optimization opportunities, and measurement of business impact.
• Identify and develop business partnership marketing opportunities that expand reach, enhance the member experience, and contribute to growth objectives.
• Establish performance goals, monitor campaign and program results, and translate data and insights into recommendations that improve effectiveness, return on investment, and member value.
• Design and evaluate A/B and multivariate tests across offers, audiences, creative, landing pages, and lifecycle journeys, with the ability to translate results into optimization recommendations.
• Develop and optimize integrated digital marketing programs across paid media, email/CRM, web, social, and partnership channels. Effectively direct external partners and agencies to deliver against acquisition, engagement, retention, and product adoption goals.
• Partner with cross-functional stakeholders to ensure marketing initiatives are strategically aligned, operationally sound, and executed with excellence.
• Oversee external agencies, consultants, or vendors, including setting expectations, managing deliverables and timelines, reviewing work quality, evaluating performance, and ensuring alignment with strategy, budget, compliance, and business objectives.
• Continuously evaluate market trends, member behavior, and campaign performance to identify opportunities for innovation, optimization, and sustainable growth.
• Synthesize market trends, member behavior, and campaign data into actionable recommendations, briefs, and business cases for marketing investment decisions.
• Perform other duties as assigned.

Senior Marketing Manager

Technical Writer

• Draft, edit, and maintain policies, procedures, and regulatory disclosures (e.g., member agreements, compliance notices, operational procedures).
• Ensure all documentation aligns with regulatory, legal, and internal governance standards (e.g., NCUA, CFPB, state/federal requirements).
• Translate complex regulatory and operational requirements into clear, concise, user-friendly language.
• Partner with compliance, legal, risk, and business units to gather requirements and validate accuracy.
• Conduct gap analysis and document reviews to identify outdated or inconsistent documentation.
• Manage document lifecycle including version control, approvals, updates, and publication.
• Support policy governance processes, including change management and communication.
• Maintain centralized repositories ensuring accessibility and audit readiness.

Technical Writer – Policies, Procedures & Disclosures

Compliance

• Provide independent ERM oversight of fraud risk across all business lines and delivery channels.
• Develop, maintain, and refresh enterprise fraud risk assessments, scenarios, and typologies.
• Map fraud risks to products, processes, technologies, and third-party relationships.
• Align fraud risk ratings with enterprise risk appetite statements, tolerances, and limits.
• Assess the design and effectiveness of fraud prevention and detection controls.
• Support and challenge first-line Fraud Operations through RCSAs, control reviews, and issue validation.
• Track fraud-related issues, action plans, and remediation through closure.
• Contribute to fraud-related policies, standards, procedures, and governance documentation.
• Leverage data analytics, dashboards, and key risk indicators (KRIs) to identify trends and emerging fraud risks.
• Support fraud risk considerations for innovation initiatives, including advanced monitoring, rule optimization, behavioral analytics, and AI/ML-enabled fraud controls.
• Prepare executive-level and board-ready fraud risk reporting.
• Monitor fraud losses, near misses, KRIs, and control effectiveness.

Digital Experience Analyst

Fraud Prevention Associate

Member Experience Representative – Temporary Leave Coverage

Senior Marketing Manager

Technical Writer – Policies, Procedures & Disclosures

GRC Fraud Analyst