If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!
Provide support to members by processing incoming fraud disputes within various applications. Leverage basic knowledge of Visa, Mastercard, and applicable Federal Regulations to process chargebacks and recover funds on behalf of the cardholder while minimizing liability and risk for the credit union.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Investigate, process, and resolve routine fraud claims within regulatory timelines
- Research fraud claims by reviewing card transactions, account records, and information provided by members or merchants
- Processes credits and reversals based on the outcome of the fraud claims
- Maintain complete, accurate, and audit-ready case documentation throughout the claim lifecycle
- Provide support for calls regarding fraud claims from members and credit union employees
- Determine liability outcomes based on evidence and rule application.
- Performs chargeback/dispute resolution processing and handles dispute inquiries.
- Perform pre-arbitration (pre-arb) review and identify representment opportunities.
- Analyze merchant documentation for contradictions or rule failures.
- Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
- Utilize multiple systems without scripted workflow requirements.
- Assist with GL reconciliation to mitigate loss exposure.
- Identify fraud trends and communicate emerging risks to leadership.
REQUIREMENTS
- Ability to communicate effectively in both verbal and written formats
- Demonstrates excellent analytical and quantitative skills, problem solving, and organizational skills
- 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.
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.
