Card Fraud Investigator

Location :
Address 27000 Evergreen Location :
City Lathrup Village Location :
Postal Code 48076 Responsibilities

JOB SUMMARY:

The Card Fraud Specialist is responsible for providing strategic and tactical risk mitigation for Debit/ATM cards to avoid losses, while ensuring high quality member service levels, loss prevention, and revenue enhancement. Responsible for investigating, researching, and processing Debit/ATM dispute packets with current dispute processor within the allowable time frames. Work card fraud cases through the lifecycle of the case to maximize outcome for the Credit Union and cardholder, including and not limited to positive and professional communication with other team members, cardholders, law enforcement agencies, industry professionals, and merchants.

Ability to recognize and elevate new trends and patterns and recommend appropriate mitigating measures to leadership.

KEY

JOB RESPONSIBILITIES:

Card Fraud

• Analyze and process Debit/ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit/ATM fraud cases with current dispute processor through end of lifecycle.
• Conduct additional research and follow through on more complex cases. Investigate member transactions through comprehensive research, including but not limited to review of CCTV video.
• Ensure clear, concise, and compelling research is logged and documented thoroughly. Prepare detailed written reports for periodic fraud and dispute tracking purposes. Present factual documentation and action recommendations to leadership.
• Effectively communicate status and decision to cardholder both through written and verbal communication.
• Research, follow through, and resolve other complex situations, issues, and complaints from members.
• Handle member inquires, process card user changes, and provide written notice to confirm changes and authorizations.
• Process daily work queue tasks and reports.
• Assists branches and other teams with researching information for members.
• Provides ongoing refresher training to team members based on quality reviews, and regulatory updates.
• Monitors and evaluates dispute handling for accuracy, timeliness, and adherence to regulatory requirements
• Work closely with Branch Support Leaders to maintain training material and resources to support consistent and compliant dispute investigations

Teamwork

• Work with cross-functional teams to identify fraud patterns and make procedural adjustments to help mitigate fraud loss and reduce exposure to losses regarding Debit/ATM cards, ATMs, and fraud mitigation.
• Contribute or lead other special projects which reduce chargeback losses while maintaining focus on positive member experience

Accuracy/Procedures

• Responsible for keeping accurate records and reports on all transactions and for learning and updating credit union policies and procedures in accordance with any changes to legislation or government regulations.

Controls

• Accountable for Debit/ATM card controls including but not limited to replacement of lost and stolen cards, restricting card usage, revoking card or other services, issuing additional cards, and processing claims related to inappropriate card usage by members.

Regulations/Legal

• Ensures compliance with rules and regulations governing cards. Knowledgeable about state, federal, and local rules and regulations, restrictions and requirements relative to the risk exposures inherent in the Credit Union operations.
• Work directly with legal counsel and appropriate law enforcement or government agencies as necessary.

Michigan First Way

• Must adhere to all member service standards as set forth by the credit union.
• Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives.
  
  Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day…