Card Investigations Tech

Card Investigations Tech

8am-5pm daily & 100% Onsite

Full Cycle Fraud Experience (initiate process and close out)

Banking experience is a must

Merchant Chargeback experience is a must

Zelle experience a plus

GENERAL DESCRIPTION :

Research and evaluate member activity using manual and automated processes for evidence of fraud. Detection, investigation, and proper resolution of fraudulent activity high risk debit and credit card transactions on member accounts with a sense of urgency in a fast paced environment, card products, ATMs and online services.

Detect and report suspicious transactions on credit, debit and ATM cards. Identifies, tracks and contacts members to verify suspicious credit and debit card activity.

Reports verified fraud to both internal claims processing and vendors. Facilitates fraud reporting process, ensuring a positive member experience Investigates credit / debit 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.

TASKS, DUTIES, FUNCTIONS :

1. Responsible for the operation of and processes related to card fraud monitoring products. Creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.

2. 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.

3. 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.

4. Provide relevant information from uncovered fraud accounts to other business units and investigating authorities.

5. 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.

6. 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.

7. Comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge by keeping updated with credit card regulations or procedures through emails, publications, online resources, and procedure changes.

8. 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.

9. Process reimbursements to member accounts as appropriate with notification based on Regulation Z and E as required.

10. Update notes and information on all Claims systems; maintain call records and adjustment maintenance information.

11. Perform additional duties as necessary to maintain daily operations.

Must be able to pass a background and drug screen if required by the client.