Enterprise Fraud - Sup - Card Investigations

Job Title:

Sup
- Card Investigations

Status:
Exempt

Reports to:

Manager
- Card Investigations

Department:
Enterprise Fraud

Job Code: 5006

Pay Range: $93,730.00 - $95,000.00 Annually

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

You are passionate about delivering results that make a difference to those you support. You combine fraud expertise, operational leadership, and coaching skills to protect members, strengthen controls, and develop high-performing teams committed to service excellence.

• Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff.
• Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations.
• Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures.
• 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 the position
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Analyze, maintain, and process investigative caseloads of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry
• Monitor and maintain control of department workflow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense.
• Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.
• Maintain ongoing expertise regarding established procedures, credit union rules, regulations, policies, and practices.
• Ensure departmental compliance with established security and internal audit controls.
• Serve as administrator for Master Card and VISA Resolve Online systems, Administer the systems including user training and system updates. Recommend enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations.
• Report and provide data tracking increased fraud trends.
• Oversee the testing and validation of system enhancements.
• Review monitoring reports to discuss coaching opportunities related to call quality, quality assurance and overall production and performance of the team.
• In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service.
• Other duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control…