Supervisor - Card Investigations

title: sup - card investigations

status: exempt

reports to: mgr - card investigations

department: card investigations

job code: 5006

pay range: $70,400.00 - $90,000.00 annually

directs and manages the card investigations team responsible for preventing, responding, and detecting fraudulent activity on the credit union’s card and zelle dispute portfolio. When fraud is identified, claims are filed to support and protect the member’s financial assets. Quickly responds to mitigate and prevent any potential fraud losses or negative member impact. Communicates, interacts, and provides assistance to senior management, members, and branch/department personnel ensuring compliance to regulations, standards and procedures.

Supervises staff performance and functions, to ensure accurate, timely, and efficient work flow, timely and accurate resolution of all claims and informational reporting to monitor trends and activity. Includes all zelle, credit, debit and atm card claims.

• ensure the development of card investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the card investigations staff.
• assist the manager of card investigations in planning, organizing, and controlling the daily department operations.
• identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures.
• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including cfpb regulations regulation e and regulation z.
• foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout golden 1, and embracing our mission, vision and core values.
• analyze, maintain, and process investigative case load of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry.
• monitor and maintain control of department work flow, including but not limited to: quality control, gl reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense.
• identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.
• maintain current working knowledge of established zelle, credit/debit card and credit union rules, regulations, policies, and practices.
• ensure departmental compliance with established security and internal audit controls.
• serve as administrator for visa and mastercard systems. Assist the card investigations program administrator in managing and reporting system outages, tickets, uat testing and updates. Administer the systems user training and system updates. Recommends enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations.
• work directly with the system admin to provide the necessary requirements for data tracking of system performance, employee production and overall health of the card investigation program.
• test and validate system enhancements.
• in the event of extreme volumes, the supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service.
• other duties as assigned.
• develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the credit union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.