Role Description Utilize manual and automated systems to research and evaluate member account activity for fraudulent transactions across debit cards, credit cards, ATMs, and Zelle transactions. Process a high volume of case-related tasks in a fast-paced environment to detect, investigate, resolve, and recover on high-risk fraud and dispute cases with a sense of urgency. Detect and report suspicious activity on Zelle, credit, debit, and ATM cards. Initiate preventative measures to protect the members from ongoing fraud attempts. Reviews and takes actions in pursuit of recovery according to the applicable network chargeback rules and resources. Document every phase of the review process, adhering to all established regulatory and procedural guidelines. Communicate with members and merchants, ensuring compliance with banking and network regulations. - Responsible for ensuring all processing procedures related to card fraud and non-fraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud. - Investigate, respond, and resolve all card fraud and non-fraud dispute claims and matters. - Research and review documents for submission of fraud and non-fraud dispute claims. - Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary. Report and escalate any potential issues. - Resolve member and branch issues and related service concerns. Report and escalate any potential issues that may affect credit union assets or member satisfaction. - Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities. - Collect, evaluate, and document all evidence obtained during an investigation for recovery. Provide relevant documentation needed to support the chargebacks according to Visa, Mastercard, and alternative network rules. - Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position. - Comply with all established internal audit, security, and credit union rules, regulations, and departmental procedures. - Perform chargebacks to assist in the recovery of fraudulent or non-fraud disputed transactions based on appropriate fraud or non-fraud dispute codes. - Facilitate fraud reporting process, ensuring the applicable fraud type is reported to the associated network. - Initiate preventative actions such as Stop Payments, restrictions, and reissuance of a new card. - Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious, or questionable activity to Fraud Prevention. - Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics. - Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines. - Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions. - Assist with occasional research regarding member complaints and inquiries. - Follow-up and respond to merchant rebuttals and process the exception and acceptance queues. - Balance and reconcile member accounts and general ledger outages related to claim adjustments. - Perform additional duties as necessary to maintain daily operations. Qualifications - Successful completion of High School curriculum. - 2+ years of relevant experience. - Ability to effectively communicate results to members, acquirer, and/or merchants and meet mandatory time frames. - Knowledge of Credit Union products, services, policies & procedures. - Operating knowledge of Visa regulations and Federal/State Regulations specific to debit/credit cards. - Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments. - High attention to detail in working and investigating files with emphasis on deadlines. - Effective oral and written communication skills. - Able to effectively multitask in a fast-paced environment. - Basic Microsoft proficiency. - Ability to resolve accounting outages. - Must be self-motivated and capable of working both independently as well as in a team environment. Physical Requirements - Prolonged sitting throughout the workday with occasional mobility required. - Corrected vision within the normal range. - Hearing within normal range; a device to enhance hearing will be provided if needed. - Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Licenses/Certifications - None