Card Investigations - Card Investigations Technician II

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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 using various processes for evidence of fraud. Detection, investigation, and proper resolution of fraudulent activity high risk debit card, credit card, and atm transactions on member accounts with a sense of urgency in a fast-paced environment. Adhere to visa operating rules and regulations to ensure timely processing of regulation e and z claims. Facilitates fraud reporting process, ensuring a positive member experience.

Investigates fraud and dispute transactions on behalf of members; reviews and makes recommendations for action in pursuit of recovery. Responsible for process from preparation, processing and finalizing claim disposition. Every phase of the review process must be closely documented based on established guidelines and/or procedures.

• responsible for ensuring all processing procedures related to card fraud are completed accurately. Claims. Creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.
• identify, investigate, and respond to and/or resolve all card fraud or dispute claims and matters. Research/review documents for submission of fraud and dispute claims.
• establish oral and written communications with visa, merchants, processors, law enforcement, and members, as necessary. Report/escalate any potential issues.
• resolve member/branch issues and related service concerns and report/escalate any potential issues that may affect credit union assets or member satisfaction. This includes resolving branch/department/mscc phone calls and emails in a timely manner.
• provide relevant information from uncovered fraud accounts to other business units and investigating authorities.
• collects, evaluates, and documents all evidence obtained during an investigation for recovery. Order retrievals and provide documentation required for charge backs as needed ensuring text is precise according to visa rules.
• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.
• comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge with updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.
• perform charge backs to assist in the recovery of fraudulent or disputed transactions based on appropriate fraud or dispute codes as outlined by visa regulation. Maintain knowledge of visa dispute resolution yearly revisions every april and october.
• 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/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.
• must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

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

• education: successful completion of high school curriculum.
• experience: 2+ years of relevant experience.
• knowledge/skills:
  • ability to effectively communicate results to members, acquirer, and or merchants and…