Card & Fraud Services Specialist

ROLE

The Card & Fraud Services Specialist is responsible for performing daily card services and fraud prevention activities to minimize financial loss, support regulatory compliance, and provide exceptional customer service. This position monitors suspicious activity, investigates fraud claims, processes disputes, maintains cardholder accounts, and assists with fraud mitigation efforts under the direction of the Card & Fraud Services Manager. The Card & Fraud Services Specialist works closely with customers, branches, operations staff, and external vendors to ensure timely resolution of card and fraud-related issues.

• Monitor fraud detection systems and review alerts for suspicious debit and credit card activity
• Investigate potential fraud cases and document findings accurately and thoroughly
• Process fraud claims, disputes, chargebacks, and recoveries in accordance with bank policy and regulatory requirements
• Contact customers regarding potentially fraudulent activity and assist with resolution efforts
• Recommend account restrictions, card blocks, and other preventative measures when fraud is suspected
• Escalate complex fraud situations and emerging fraud trends to management
• Maintain detailed records of investigations and case outcomes

• Process debit and credit card requests, including issuance, reissues, maintenance, and account updates
• Perform card account research and resolve cardholder inquiries
• Assist with transaction exceptions, settlement discrepancies, and processing issues
• Maintain card-related records and ensure accuracy of customer account information
• Coordinate with card processors and vendors to resolve operational issues
• Support testing and implementation of card-related system enhancements

• Provide professional and timely assistance to customers regarding card usage, disputes, fraud claims, and account security
• Educate customers on fraud prevention best practices and security measures
• Resolve routine customer issues and escal ...
• Partner with branch and customer service personnel to ensure consistent communication and service delivery

• Ensure adherence to applicable regulations, including Reg E, Reg Z, NACHA, Visa network rules, PCI-DSS, and Bank Secrecy Act requirements
• Follow established policies, procedures, and internal controls for fraud and card services
• Assist in gathering documentation for audits, examinations, and internal reviews
• Maintain confidentiality of customer information and sensitive bank data

• Prepare routine reports related to fraud activity, disputes, chargebacks, and card operations
• Track fraud losses, recoveries, and operational metrics
• Identify process improvement opportunities and make recommendations to management
• Maintain department files, records, and documentation

Various other duties as assigned

High School Diploma or equivalent required

Associate degree in business, finance, accounting, or related field preferred

Proven experience in fraud investigation and mitigation strategies related to debit card transactions, proficiency in using fraud detection systems and reporting, full knowledge of customer databases and systems utilized by Peoples Bank and Trust, understanding of all PBT policies and procedures related to debit cards and Reg E rules, as well as Visa regulations and requirements

2+ years banking, card services, deposit operations, fraud prevention, or related experience preferred

Attention to detail, strong written and verbal communication skills for interacting with customers regarding potential fraud, self-motivation, self-management, ability to consistently follow through on tasks, problem solving, organized, analytical, interpersonal, time management, computer literacy, and strong ability to multi-task with the ability to work independently and as part of a team

Ability to speak effectively and communicate clearly

Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel

The employee is regularly required to type throughout the day

The employee is regularly required to use their hands to type and maneuver a mouse

Specific vision abilities required by this job include…