Card Fraud Investigator

Card Fraud Specialist

The Card Fraud Specialist is responsible for providing strategic and tactical risk mitigation for Debit/ATM cards to avoid losses, while ensuring high quality member service levels, loss prevention, and revenue enhancement. Responsible for investigating, researching, and processing Debit/ATM dispute packets with current dispute processor within the allowable time frames. Work card fraud cases through the lifecycle of the case to maximize outcome for the Credit Union and cardholder, including and not limited to positive and professional communication with other team members, cardholders, law enforcement agencies, industry professionals, and merchants.

Ability to recognize and elevate new trends and patterns and recommend appropriate mitigating measures to leadership.

• Analyze and process Debit/ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit/ATM fraud cases with current dispute processor through end of lifecycle.
• Conduct additional research and follow through on more complex cases. Investigate member transactions through comprehensive research, including but not limited to review of CCTV video.
• Ensure clear, concise, and compelling research is logged and documented thoroughly. Prepare detailed written reports for periodic fraud and dispute tracking purposes. Present factual documentation and action recommendations to leadership.
• Effectively communicate status and decision to cardholder both through written and verbal communication.
• Research, follow through, and resolve other complex situations, issues, and complaints from members.
• Handle member inquiries, process card user changes, and provide written notice to confirm changes and authorizations.
• Process daily work queue tasks and reports.
• Assists branches and other teams with researching information for members.
• Provides ongoing refresher training to team members based on quality reviews, and regulatory updates.
• Monitors and evaluates dispute handling for accuracy, timeliness, and adherence to regulatory requirements
• Work closely with Branch Support Leaders to maintain training material and resources to support consistent and compliant dispute investigations

Teamwork, accuracy/procedures, controls, regulations/legal, and Michigan First Way are also part of the role.

• Bachelor's degree preferred plus a minimum of three years of loss/fraud prevention experience or card services experience, and at least five years related experience and/or training; or equivalent combination of education and experience.
• Highly complex analytical ability required to independently resolve not only external member issues, but to provide resolution to branch, team members, members, auditors and regulators on complex situations.
• Ability to respond objectively and appropriately to common inquiries from credit union members, team members, business partners, regulatory agencies, or members of the business community.
• Ability to read, analyze, and interpret common technical journals, financial reports and information, and appropriate legal documents.
• Must fully understand Credit Union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Professional appearance and demeanor.
• Thorough knowledge of credit union's computer system for performing basic input/output tasks.
• Must have excellent interpersonal, verbal and written skills.
• Superior quantitative and analytical skills.
• Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.
• Ability to operate computer system including input, output, and inquiry to member accounts and other account information required in the member service function.
• Thorough knowledge of Credit Union's computer system for performing complex input/output tasks. Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software programs:
  Microsoft Word, Microsoft Excel and supporting card based systems.
• Abi…