Fraud Management Intake Specialist; Call Center Evening Shift-Fully Remote or Hybrid

Job Summary

The Fraud Management Intake Specialist I provides quality service to enhance our members’ financial relationships with the credit union while mitigating fraud risk. The Intake Specialist provides primary phone support for members and internal customers (Service Center Agents, Branches, Corporate Departments) by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss to our membership.

Remote in MACU Footprint – Fully Remote Available. Full Time:
Monday–Friday 11:00am–8:00pm;
Rotating Saturdays 8:00am–4:30pm. This position starts at $19.90hr and can increase depending on experience.

Shift Differential: $1.00hr for hours after 6pm Monday–Friday and all hours worked on Saturday. Bilingual Differential:
Spanish Speaking Bilingual $1.00hr for use of language skill. Candidates considered only from Utah, Nevada, Montana, Idaho, Arizona.

• Protect Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
• Partner with the Fraud Alerts Team, Fraud Investigations Team or Fraud Dispute‑Recovery Team on complex fraud incidents.
• Assist Branches and Service Center with fraud‑related overrides.
• Initiate card claims through the case filing system (Quavo).
• Assist Members, Service Center and Branches with filing Zelle disputes.
• Provide status updates for all claim types through multiple systems.
• Assist in resolving Visa Fraud related card declines and partner with Fraud Analysts to communicate complex card decline issues and provide feedback for RSM Rule adjustments.
• Review, advise and assist Branches, Service Center with suspicious check reviews and placing/removing holds across multiple systems.
• Conduct member interviews related to check concerns and Account Transfers such as Zelle, Account‑to‑Account (A2A), Member‑to‑Member (M2M).
• Provide applicable check holds/releases and apply account restrictions as needed.
• Resolve online banking restrictions on suspicious online/mobile sessions.
• Add accounts to whitelists as appropriate to mitigate member impact.
• Communicate with third‑party vendor to report Zelle alert requests for block removal on member profiles.
• Assist and advise business units in resolving Red Flags concerns and verifying identity on new applications; approve General Membership applications by reviewing identity verification and applying conditions when identity concerns are present.
• Assist the Indirect Lending Team by reviewing applications from dealerships for concerns related to identity.
• Promptly and appropriately log CRM complaints and submit SAR/UAR referrals.
• Keep current on fraud trends and comply with all regulations as required by law including the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and others.
• Maintain Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Perform other duties as assigned.

• Experience:
  
  3+ years of customer service at a financial institution or 18 months at Mountain America Credit Union member service experience.
• Ability to appropriately de‑escalate calls.
• Education:
  
  High school diploma.
• Licenses, Certificates, Registrations: N/A.
• Computer/Office Equipment
  
  Skills:
  
  Experienced navigating and utilizing over 30 distinct computer systems and websites; strong proficiency in personal computers, Windows‑based OS, internet browsers and email platforms; proficient in Microsoft Word and Excel; knowledgeable in internet security protocols and best practices; adept at multitasking and typing notes while on phone.
• Language and Communication Proficiency:
  Strong verbal communication skills; interprets written materials such as safety regulations and operational guidelines; drafts clear, concise reports and internal communications; provides management with immediate feedback to improve processes.
• Other
  
  Skills and Abilities:
  
  High attention to detail and accuracy; strong sense of urgency and accountability; willingness to learn and adapt to new fraud trends and technologies; empathy and professionalism when supporting members impacted by fraud; critical thinking and problem‑solving in high‑pressure situations.
• Physical Abilities /
  
  Working Conditions:
  
  Ability to sit, talk and hear consistently; stand, walk, and use hands to handle or reach occasionally; vision requirements: close vision at 20 inches or less, distance vision at 20 feet or more; lift up to 10lb occasionally; noise environment moderate; no unusual environmental factors.

This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in‑person.

Mountain America Credit Unionisan EEO/AA/ADA/Veterans employer.