Teams at Shell Federal Credit Union

Investigates suspected fraud involving checks, wires, ACH, cards, identity theft, account takeovers, electronic crimes, scams, and elder abuse. Monitors Verafin fraud and AML queues, documents cases, files Suspicious Activity Reports, analyzes transaction patterns and fraud trends, validates activity with members and employees, escalates complex alerts, and recommends mitigation and fraud-detection improvements. Requires independent work, confidentiality, financial-industry knowledge, and travel to offices, conferences, and training.

Supports information security operations by monitoring logs and alerts, assessing vulnerabilities, responding to incidents, conducting forensic analysis, maintaining security tools and hardening standards, managing patches, and supporting compliance, disaster recovery, business continuity, and security-related projects. The role also communicates security risks to management and participates in on-call and after-hours rotations.

Leads late-hour Member Assistance Center operations by providing phone, chat, text, email, and video support; resolving escalated member issues; explaining lending products; gathering loan applications; coaching representatives; managing schedules and coverage; authorizing fee waivers and overrides; and supporting supervisors. Ensures compliance, confidentiality, service quality, team morale, and effective problem resolution in a high-volume credit union call center.