If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!
PURPOSE
The Card Fraud Analyst is responsible for conducting time-sensitive investigations and resolving claims involving unauthorized credit card transactions purchases. The expectation is that Card Fraud Analyst will issue refunds promptly and process recovery chargebacks, according to regulatory timeframes as well as Visa operating standards and applicable credit union policies and procedures.
DIMENSIONS
Frequent communications with branch and operations employees.
Must be able to work independently and in a team environment.
Knowledgeable of branch, ATM and/or Card Services products and procedures.
Ability to be well organized, meet deadlines, detail oriented and multi-task.
Demonstrate a strong ability to collection information and problem solving.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
• Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
• Performs chargeback/dispute resolution processing.
• Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
• Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.
• Resolve cardholder liability based on the results of a reasonable investigation.
• Thoroughly document the results of the case in the appropriate case management system.
• Assists branch/MSS departments with member inquiries regarding fraud disputes.
• Review and respond to cardholder inquiries relating to the status of an existing claim.
• Answer incoming phone calls and emails from branch, Member Service Support Center, and operations personnel seeking assistance with both fraud and non-fraud card related topics.
REQUIREMENTS
• Candidates will possess excellent telephone, email, and personal communication skills, be very well-organized, professional, resourceful, and have a willingness to help others. Demonstrates excellent analytical and quantitative skills, problem solving, and organizational skills.
• Experience working with MS Office applications preferred.
• Able to communicate well with others while establishing confidence and respect.
• Ability to exercise discretion and good judgment in making decisions.
• Ability to work both independently and in a team environment.
• Ability to manage multiple tasks, work in a fast-paced environment, and meet deadlines.
• Ability to maintain confidentiality of materials handled.
• Ability to be flexible and work under high pressure in a complex environment.
EDUCATION
• High School Diploma or GED required.
• Bachelor’s Degree, Associate’s Degree in a related field, or equivalent combination and/or experience preferred.
JOB ENVIRONMENT
Office setting with physical proximity to other employees. Some background noise from other
employees, copy machine, and telephone. Option to work remotely on a hybrid schedule may be available upon completion of training and at management’s discretion. This is not a 100% remote position.
PHYSICAL DEMANDS
Must be able to complete the physical requirements listed below with or without a reasonable accommodation:
• Must be able to comprehend and carry out verbal and written instructions.
• Job requires a substantial amount of sitting.
• Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.
• Use hands and fingers to press telephone keypad.
• Must be able to comprehend phone calls.
• Must be able to lift 5 pounds.
SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.
Disclaimer
State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.
United States
