The Card & Risk Support Specialist serves as a frontline subject matter expert responsible for handling elevated-risk member interactions and complex payment service support. This position specializes in reviewing and resolving account restrictions, supporting fraud and dispute processes, and troubleshooting advanced card and digital payment issues (e.g., debit/credit cards, Zelle, and transaction limits).
The role works closely with the other Risk team members to evaluate account activity, determine appropriate actions, and ensure timely and compliant resolution of restrictions while minimizing loss and protecting the member experience. This individual delivers exceptional service through inbound calls and digital channels, demonstrating strong judgment, attention to detail, and the ability to confidently navigate complex account situations.
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Lives CCU’s service standards and core values: Be the Advocate. Embrace Curiosity. Be Compassionate.
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Serve as a primary point of contact for members requiring advanced support via phone and chat, with a focus on complex, high-risk, or sensitive account situations.
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Manage inbound and outbound calls, emails, messages, and chats for both members and vendors for all elevated card and risk related needs.
- Work closely with other frontline teams and proactively contact members for card and risk related service items to ensure timely completion and accuracy.
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Educate members on account activity, transaction decisions, and payment service functionality to build confidence and reduce future risk.
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Review and evaluate accounts with restrictions or suspicious activity, determine appropriate actions, remove or maintain restrictions, and ensure all decisions align with internal policies and regulatory requirements.
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Handle end-to-end processing of complex disputes and fraud cases, including transaction research, documentation, and communication with members, card networks, and internal partners to minimize loss and achieve timely resolution.
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Act as a subject matter expert for card and digital payment services, resolving advanced issues such as declines, authorization errors, and limit requests, while exercising sound judgment on exception approvals and member accommodations.
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Maintain strict confidentiality and ensure all actions align with regulatory requirements and internal policies
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Identify trends in member issues, fraud activity, or service breakdowns and provide feedback to improve processes and reduce friction.
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Serve as a liaison between frontline teams and risk department to identify and communicate solutions to card or risk-related issues.
- Stay current on card network rules, fraud trends, and payment technologies to effectively support evolving member needs.
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Document investigations, decisions, and member interactions thoroughly and accurately.
- Support promotions and strategies to meet Credit Union’s goals.
- Participate in Credit Union business development and community relations activities.
- Adhere to all service standards as outlined in the Credit Union’s policies and procedures.
- Assist with account reviews related to BSA, fraud prevention, and other risk management functions as assigned.
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Perform other duties as needed or requested.
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A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Knowledge of card services, fraud prevention, dispute processing, payment systems, and account risk management principles.
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Demonstrate strong attention to detail in handling sensitive financial information and complex account scenarios.
- Working knowledge of applicable regulations and industry standards (i.e. Regulation E, Regulation Z, Regulation CC, dispute timelines, Uniform Commercial Code (draft liability) and NACHA (ACH liability), card network rules, BSA/AML requirements, and credit union policies.
- Ability to exercise sound judgement, maintain confidentiality, and balance member service with risk management objectives.
- Strong problem-solving skills with the ability to independently research, troubleshoot, and resolve member issues.
- Ability to communicate effectively in writing and verbally (by phone and in person).
EDUCATION, FORMAL TRAINING, AND EXPERIENCE
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Associate’s degree is required; equivalent specialized internal or external training, certifications, or relevant experience may be considered.
- Minimum of two to five years of fraud prevention, card services, or other related industry experience required.
- Credit union or financial services experience required.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will often be required to move around for a majority of the day. The employee must occasionally lift and/or move up to 25 pounds.
BENEFITS
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This position is eligible for the following benefits:
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Medical/Dental/Vision Insurance
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Company Paid Life, Short-term Disability, and Long-term Disability Insurance
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Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
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401k Employer Contributions & Match
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Annual Profit Sharing funded into the 401k
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Tuition Reimbursement (Max $5,250.00/annually)
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Paid Time Off
- Company Paid Holidays
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Work-Life Balance and Flexible Work Schedules
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Cross-Training and Career Development Opportunities
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Wellness Program
- Employee Recognition Program
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Annual Bonus Based on Company Performance
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Monthly Incentives Based on Company Performance
