The Card Fraud Support Specialist is the main source of operational knowledge for the SharePoint CU Visa Credit card and Mastercard Debit card portfolios. This position will process the administrative operations of the card programs, including debit and credit card issues and transactions with a focus on fraud and disputes, and other duties associated with the operational effectiveness of the credit union’s card programs. This position will assist with marketing and lending initiatives, by providing operational set-ups, procedures, and facilitating third-party communication/collaboration.
Hours: This is a full-time position (40 hours/week). Shifts for this role will vary between the hours of 8:30am-5:00pm Monday-Friday.
This position will be in-office.
Hourly rate: $25.00-$28.00
Essential Functions & Responsibilities:
To perform all duties associated with the administration of the SharePoint CU Visa Credit and Mastercard Debit portfolios.
Provide excellent service to Members and SharePoint CU Employees. This includes maintaining a full knowledge of card service products, timely response to Member requests, and establishing
guidelines and procedures for all card-related activities.
- Manage all card related disputes, per regulation, including the preparation of fraud dispute letters, dispute file maintenance, posting and revoking of credits as applicable, and tracking.
- Act as a liaison with Premier Fraud specialist at Velera with support from the Fraud Mitigation Specialist
- Work closely with the Fraud Mitigation Specialist to address fraud patterns and provide recommendations on card fraud rules and controls.
- Answer member card fraud and dispute inquiries, including card vendor support ticket submission and follow-up. Handle member escalations regarding claim denials.
- Review fraud/risk reports daily, weekly, and monthly reports from Credit and Debit card processors to mitigate fraud.
- Provide timely communication to staff on card fraud-related trends and incidents and train staff on fraud and dispute processes.
- Monitor and act on communication from our card vendor specifically tickets related to fraud/dispute claims.
- Stay up to date on the latest card fraud trends. Assist with the implementation of new products and features associated, including the training of staff.
- Review VISA fraud packets and perform the monthly fraud related Visa charge-off process as needed.
- Assist the Finance team with GL balancing issues related to card fraud and disputes
- Assist marketing and lending teams with card fraud and dispute related communication
- Back up the Card Services Support Specialist and their duties
- Perform other job-related duties as assigned
Knowledge and Skills:
Three years to five years of similar or related experience.
Education (1) A four-year college degree
-OR-
(2) Completion of a specialized and extensive in-house training including third party training modules
Interpersonal Skills
Work involves a high amount personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills
One or more years of previous experience working with Debit or Credit card systems and dispute processes at a financial Institution is preferred.
Excellent organizational, multitasking, written and verbal communication skills.
General office skills (including Word and Excel) and data entry experience preferred.
Good Member service and service recovery skills needed.
Ability to work independently on issues, seeking information from third-parties or training documentation when needed to solve problems.
Working knowledge of Regulation E and Regulation Z
Physical Requirements
Orientation: This position primarily requires sitting, some standing and walking.
Talking: The ability to express or exchange ideas by means of spoken word to
communicate information to members and coworkers.
Hearing/Listening: The ability to perceive and react to the nature of sounds by ear.
Lifting: The ability to occasionally lift/lower objects of between 10 and 25 pounds.
Reasonable accommodations to these requirements will be made for employees with
disabilities.
Work Environment: Position is located in a typical office environment. Lighting and temperature levels will be moderate, and noise levels are generally quiet.
