Member Dispute Resolution Specialist

Position: MEMBER DISPUTE RESOLUTION SPECIALIST
At Greater Nevada, our passion is helping more people Live Greater, including our members, communities, and each other.

With pride, we strive to make a difference in the lives of our members and the communities they live in through financial inclusion, education, and empowerment. Why? Simply because we believe that together, we Live Greater.

To do this, we practice C.A.R.E. with our Values:

We Care Genuinely.

We build relationships because we know that we are Greater Together.

We Stay Trustworthy as we serve our communities."Be Bright" rings in our ears as we find custom solutions that meet our members' needs.

We Inspire One Another, our members, and our communities to re-imagine what Living Greater can  every moment, we Enjoy the Experience. It's what has made the last 70 years greater and what we carry into the future as we continue to serve.

These values have guided us to become the largest Nevada-based credit union to touch the lives of more than 88,500 members and thousands upon thousands of people through our community and philanthropic work.

If you’re enthusiastic, collaborative, and ready to make an impact, we’d love to meet you!

About The Position:

The Member Dispute Resolution Specialist is responsible for guiding members through the process of filing transactional disputes and other fraud related inquiries. File appropriate bond claims for reimbursement and review of industry alerts for potential breach activity. This role is also responsible for staying informed of possible fraud trends and collaborating with Marketing and Member Services to communicate with members and staff as needed.

What You'll Be Doing Process, investigate, and monitor member disputes from initiation through resolution, ensuring compliance with company policies, regulatory requirements, and service-level agreements while providing timely updates and maintaining accurate documentation.

Proactively assess fraud trends in the industry and develop appropriate communications for the membership and staff.

Assist members reporting fraud, non-fraud, or potentially fraudulent activity through secure messaging, email, and phone communications, providing high-quality service, recommending appropriate next steps, and guiding them through required documentation and resolution processes.

Conduct comprehensive fraud monitoring by reviewing CAM alerts, reporting account breaches and unusual card activity, analyzing transaction patterns, verifying suspicious activity, implementing appropriate account security measures, and documenting findings to prevent financial losses.

Follow up with external agencies and internal staff (i.e., law enforcement, shared branching, Marketing) as needed for collaboration.

Track and report on statistics of members assisted and fraud trends.

Identify abnormal data patterns and provide timely insights to support fraud mitigation or chargeback recovery initiatives.

Review and process Verafin alerts related to various types of fraud activity, including investigating cases and preparing Suspicious Activity Reports (SARs) when appropriate.

Escalate fraud-related incidents to law enforcement agencies as necessary, including the preparation and filing of police reports and supporting documentation.

Qualifications High school diploma or equivalent required; associate's or bachelor's degree preferred.

Minimum of 1-3 years of experience in banking, credit union operations, fraud prevention, dispute resolution, risk management, or a related financial services role.

Strong verbal and written communication skills, with the ability to effectively assist members through phone, email, and secure messaging channels required.

Strong analytical and reporting skills, including trend identification and data interpretation.

Fraud or Card Disputes and Financial Institution Experience preferred

Proficient in Microsoft Office Suite, especially Excel and Outlook.

Ability to work in a fast-paced, deadline-driven environment.

Demonstrated ability to handle sensitive member financial information with confidentiality and professionalism.

Skills & Competencies Excellent communication skills

Optimizes work processes

Strategic mindset

Manages conflict

Culti…