Card Investigations Specialist

job title

card investigations specialist

card investigations

non-exempt

1767

$23.09 – $28.50 hourly

perform assigned duties and activities related to all plastic cards specific to fraud and disputes. Investigate, analyzes and responds to complex credit and debit card fraud cases, identifying points of compromise and potential loss to the credit union. Provides training and support to card investigation technicians. Assist projects and tasks related to card investigations and claim processing. May act as administrator on systems related to card investigations and claims.

Communicates and interacts with members, law enforcement, loss prevention, branch/department personnel, and merchants, to provide assistance on all card fraud and dispute matters. Prepares and processes credit card fraud and dispute related inquiries, responses, and claims. Develops and recommends strategies and rules to combat card fraud compromises once detected. Ensures quality control and security of the credit union credit and debit card portfolio by the proper use and understanding of the card processing.

Adheres to the visa operating rules & regulations and federal/state regulations pertaining to credit and debit cards.

• develop and recommend card fraud rules and analyze suggested rules from processor to decline fraudulent transactions and track fraud trends.
• identify, investigate, and respond to cases of unauthorized plastic card usage, patterns, or trends that may suggest a card compromise is underway and take steps to mitigate losses to the credit union. Work with card investigation technicians to develop loss prevention responses.
• research and update member accounts in all systems related to account and transaction history and item research, as required, to effectively identify and react to potential fraud. Make recommendations to management for closure on deceptive member accounts.
• work at uncovering various internet-based cybercrimes including skimming and phishing, and respond accordingly to minimize losses, with reports to management, law enforcement, and recommendation to notify members as necessary.
• follow current fraud trends and gather information via industry events, forums, and publications. Work with other financial institutions, law enforcement, and processors to identify and mitigate fraud in the card industry with the goal to reduce losses to the credit union.
• collect and review all documentation required to submit fraud claim or disputes to merchant or acquirer, including but not limited to affidavits, complete dispute forms and letters, receipts and transaction documents.
• perform chargebacks to assist in the recovery of fraudulent or disputed transactions based on appropriate fraud or dispute codes as outlined by visa regulation.
• assist technicians with reviewing and making recommendations on how to process and complete pre-arbitration or pre-compliance based on expense and case alate all arbitrations or compliance issues that assume a risk for loss and expense to card investigation senior and/or supervisor.
• process reimbursements to member accounts as appropriate with notification based on regulatory requirements.
• keep informed of changes or updates related to credit card regulations or procedures through emails, publications, online resources, and procedures changes.
• provides training to new technicians and provides support to existing technicians.
• may act as system administrator to enroll new employees, perform user maintenance, and update or change system parameters as needed.
• may provides support to the supervisor on department projects.
• 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.
• additional duties may be assigned as necessary to maintain daily operations.

• effective oral and written communication skills required to assist other staff, constructively follow-up on member inquiries, communicate clearly with management, and perform other related tasks.
• 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: all levels of card investigations staff, branch and back office staff.
• external: members, other financial institutions, vendors, processors and law enforcement.

• education: successful completion of high school curriculum and /or equivalent work experience. Associate degree preferred.
• experience: four years’ experience processing fraud and dispute claims according to visa regulations or similar/comparable…