Enterprise Fraud - Card Investigations Representative

TITLE: CARD INVESTIGATIONS REPRESENTATIVE
STATUS: NON-EXEMPT
REPORT TO: SUPERVISOR – CARD INVESTIGATIONS

DEPARTMENT: CARD INVESTIGATIONS
JOB CODE: 11163

PAY SCALE: $23.09 - $25.00 HOURLY

GENERAL DESCRIPTION:

Utilize manual and automated systems to research and evaluate member account activity for fraudulent transactions across debit cards, credit cards, ATMs and Zelle transactions. Process a high-volume of case related tasks in a fast-paced environment to detect, investigate, resolve and recover on high-risk fraud and dispute cases with a sense of urgency. Detect and report suspicious activity on Zelle, credit, debit and ATM cards. Initiate preventative measures to protect the members from ongoing fraud attempts. Reviews and take actions in pursuit of recovery according to the applicable network chargeback rules and resources. Document every phase of the review process, adhering to all established regulatory and procedural guidelines. Communicate with members and merchants, ensuring compliance with banking and network regulations.

TASKS, DUTIES, FUNCTIONS

1. Responsible for ensuring all processing procedures related to card fraud and nonfraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.

Investigate, respond and resolve all card fraud and nonfraud dispute claims and matters.Research and review documents for submission of fraud and nonfraud dispute claims.Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary. Report and escalate any potential issues.Resolve member and branch issues and related service concerns. Report and 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.Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities.Collects, evaluates, and documents all evidence obtained during an investigation for recovery. Provide relevant documentation needed to support the chargebacks according to Visa, Mastercard and alternative network rules.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. Maintain knowledge with updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.Perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by VISA, Mastercard and other alternative network rules and regulations. Stay informed of Visa, Mastercard and all alternative networks updates and routine mandates.Facilitates fraud reporting process, ensuring the applicable fraud type is reported to associated network.Initiate preventative actions such as Stop Payments, restrictions and reissuance of a new card.Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious or questionable activity to Fraud Prevention.Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics to initiate preventative rules and actions.Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines.  

1. Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions.  

Assist with occasional research regarding member complaints and inquiries.With a high level of degree, follow-up and respond to merchant rebuttals and process the exception and acceptance queues.Ability to balance and reconcile member accounts and general ledger outages related to claim adjustments.  Perform additional duties as necessary to maintain daily operations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills.
2. 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.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 

1. INTERNAL: Branch staff, Consumer Loan Services, Member Care, Contact Center, Fraud Prevention and Risk Investigations.  
2. EXTERNAL: Members, processors, vendors, merchants, peer credit card operators.

QUALIFICATIONS:

1. EDUCATION: Successful completion of High School curriculum.
2. EXPERIENCE: Successful completion of high school curriculum is required. 2+ years of relevant experience.
3. KNOWLEDGE/SKILLS:

1. • Ability to effectively communicate results to members, acquirer, and or merchants and meet mandatory time frames.
   • Knowledge of Credit Union products, services, policies & procedures.
   • Operating knowledge of Visa regulations and Federal/State Regulations specific to debit/credit cards.
   • Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments.
   • High attention to detail in working and investigating files with emphasis on deadlines.
   • Effective oral and written communication skills.
   • Able to effectively multitask in a fast-paced environment.
   • Basic Microsoft proficiency.
   • Ability to resolve accounting outages.
   • Must be self-motivated and capable of working both independently as well as in a team environment.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS: None

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

#LI-Remote

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 4/21/2026