Card Investigations - Card Investigations Technician II

title: card investigations technician ii

status: non-exempt
report to: supervisor – card investigations
department: card investigations
job code: 11163
pay scale: $21.01 - $25.00 hourly

research and evaluate member activity to detect fraud and resolve high‑risk debit, credit, and atm card transactions with urgency in a fast‑paced environment. Adhere to visa operating rules and regulations to ensure timely processing of regulation e and z claims. Facilitate fraud reporting processes to maintain a positive member experience.

• ensure all card fraud processing procedures are completed accurately.
• identify, investigate, and resolve all card fraud or dispute claims using evidence from documents.
• establish written and oral communications with visa, merchants, processors, law enforcement, and members; report or escape potential issues.
• resolve member or branch service concerns and report or escape any potential issues that may affect credit union assets or member satisfaction.
• provide relevant information from uncovered fraud accounts to other business units and investigating authorities.
• collect, evaluate, and document all evidence obtained during an investigation for recovery; order retrievals and provide documentation required for charge backs.
• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti‑money laundering laws.
• comply with all established internal audit, security and credit union rules, regulations and departmental procedures.
• perform charge backs to assist in the recovery of fraudulent or disputed transactions based on appropriate fraud or dispute codes.
• process reimbursements to member accounts as appropriate with notification based on regulation z and e as required.
• update notes and information on all claims systems; maintain call records and adjustment maintenance information.
• research member inquiries or complaints on claim; follow‑up and respond to merchant rebuttals; review and process the exception and acceptance queues.
• perform additional duties as necessary to maintain daily operations.

• effective oral and written communication skills.
• manual dexterity to operate an online computer terminal and other standard office equipment.

• internal: branch staff, loan services, collections, member service, and loss prevention.
• external: members, processors, vendors, merchants, peer credit card operators.

• education: high school diploma or equivalent.
• experience: 2+ years of relevant experience.
• knowledge / skills:
  • communicate results to members, acquirer, and merchants within mandatory time frames.
  • knowledge of credit union products, services, policies, and procedures.
  • operating knowledge of visa regulations and federal/state regulations specific to debit/credit cards.
  • basic excel skills; ability to multitask in a fast‑paced environment.
  • self‑motivated and capable of working independently and as a team member.

• prolonged sitting throughout the workday with occasional mobility required.
• corrected vision within the normal range; hearing within normal range.

none

this job description provides an overview of the general scope and level of work expected to be performed. The credit union reserves the right to modify, add, or remove duties as needed without advance notice. Employees may be required to perform additional tasks and duties as directed by their supervisor, provided such tasks are within the employee’s knowledge, skills, and abilities, or can be performed with reasonable training.

Nothing in this job description alters the at‑will employment relationship or limits the credit union’s right to assign or reassign duties and responsibilities to this position at any time.

rev. 05/28/2025