Fraud and Dispute Specialist

PRIMARY FUNCTION:
Th is position is responsible for investigating, monitoring, and resolving fraud and dispute activity to help protect members and mitigate risk to the credit union. This position processes member disputes in accordance with applicable regulations and card network rules, monitors account and transaction activity for potential fraud, supports card compromise response efforts, communicates with members and staff regarding case status and required actions, and maintains accurate documentation to support timely resolution, compliance, and loss prevention efforts.      

PRINCIPAL DUTIES/RESPONSIBILITIES:
1.    Process and monitor member disputes and communicate with members regarding inquiries, dispute status, required documentation, and resolution timelines.
2.    Ensure that all disputes are processed in accordance with Regulation E and applicable card network rules. 
3.    Monitor account and transaction activity to identify, investigate, and mitigate suspected fraudulent activity.
4.    Escalate any BSA/AML and OFAC concerns to the Bank Secrecy Act (BSA) Specialist to ensure compliance requirements are met.
5.    Investigate suspected check fraud, wire fraud, account takeover, identity theft and uncollected returned deposit items. 
6.    Review changes to members digital banking credentials and investigate activity indicative of account compromise.
7.    Coordinate processing of deceased member accounts in accordance with applicable procedures and regulatory requirements.
8.    Process safe deposit box past-due billings, coordinate collection of unpaid rent, and assist with box drilling procedures.
9.    Process returned deposit items and levies/garnishments.
10.    Assist in educating employees to identify and respond to potential fraud situations.
11.    Assist members with fraud claims, error resolutions, fraud tracking and prevention. 
12.    Analyze card activity and fraud trends to prepare reports for leadership regarding fraudulent activity, losses, and prevention opportunities.
13.    Assist with card compromise events, fraud prevention initiatives, and implementation of fraud mitigation strategies.
14.    Maintain records and documentation related to fraud investigation, disputes, and regulatory requirements in accordance with record retention standards.
15.    Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions and striving for excellence.

GENERAL DUTIES/RESPONSIBILITIES:
16.    Promote products and services.
17.    Attend all meetings as required.
18.    Maintain clean and professional work area and appearance.
19.    Maintain positive public relations and promote credit union within the community.
20.    Complete educational programs as required.
21.    Perform the following commitments of service to each and every member at all times:
a.    Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b.    Keep a smile in my voice as well as on my face.
c.    Answer the telephone by the third ring.
d.    Call people by name and thank them.
e.    Give people my full and undivided attention; focus on the person face to face and on the telephone.
f.    Take responsibility for solving the individual's problem instead of referring it to someone else.
g.    Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h.    Follow through on necessary action(s) to be sure the problem is solved.
i.    Know that what's important is not only who or what created the problem but how the problem can be corrected.
j.    Protect confidential information.
22.    Other duties as assigned.
 

REQUIREMENTS OF THE POSITION:
•     High school diploma or equivalent.
•     Three to five years’ experience in financial industry.
•    Excellent communication and organizational skills.
•     Ability to perform under pressure.
•     Working knowledge of applicable fraud, dispute, privacy, BSA/AML, OFAC, and financial services regulations.
•     Problem solving ability.
•     Proficient in Word and Excel.
•     Excellent analytical skills.
•     Team player.
•     Knowledge of credit union operations.
•     Decision-making skills.

PHYSICAL REQUIREMENTS:
Sedentary work – Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions.

HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous, timely, accurate and efficient manner. Patience in dealing with a difficult situation.

INTERNAL TRAINING REQUIREMENTS: 
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity