Card Investigations Representative

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11163

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

Utilize manual and automated systems to research and evaluate member account activity for fraudulent transactions across debit cards, credit cards, ATMs and Zelle transactions. Process a high-volume of case related tasks in a fast-paced environment to detect, investigate, resolve and recover on high-risk fraud and dispute cases with a sense of urgency. Detect and report suspicious activity on Zelle, credit, debit and ATM cards. Initiate preventative measures to protect the members from ongoing fraud attempts. Reviews and take actions in pursuit of recovery according to the applicable network chargeback rules and resources. Document every phase of the review process, adhering to all established regulatory and procedural guidelines. Communicate with members and merchants, ensuring compliance with banking and network regulations.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a detail-oriented and member-focused Fraud & Disputes Specialist who thrives in a fast-paced environment. You leverage strong analytical, investigative, and problem-solving skills to identify fraudulent activity, resolve card and payment disputes, protect member accounts, and support recovery efforts. With a deep understanding of Visa, Mastercard, Regulation E/Z requirements, and fraud prevention practices, you communicate effectively with members, merchants, and business partners while maintaining regulatory compliance, safeguarding credit union assets, and delivering an exceptional member experience.

THE WORK

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Responsible for ensuring all processing procedures related to card fraud and nonfraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.

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Investigate, respond and resolve all card fraud and nonfraud dispute claims and matters. Research and

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Research and review documents for submission of fraud and nonfraud dispute claims.

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Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary. Report and escalate any potential issues.

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Resolve member and branch issues and related service concerns. Report and escalate any potential issues that may affect credit union assets or member satisfaction. This includes resolving Branch/Department/MSCC phone calls and emails in a timely manner.

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Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities.

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Collects, evaluates, and documents all evidence obtained during an investigation for recovery. Provide relevant documentation needed to support the chargebacks according to Visa, Mastercard and alternative network rules.

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Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.

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Comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge with updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.

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Perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by VISA, Mastercard and other alternative network rules and regulations. Stay informed of Visa, Mastercard and all alternative networks updates and routine mandates.

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Facilitates fraud reporting process, ensuring the applicable fraud type is reported to associated network.

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Initiate preventative actions such as Stop Payments, restrictions and reissuance of a new card.

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Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious or questionable activity to Fraud Prevention.

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Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics to initiate preventative rules and actions.

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Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines.

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Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions.

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Assist with occasional research regarding member complaints and inquiries.

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With a high level of degree, follow-up and respond to merchant rebuttals and process the exception and acceptance queues.

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Ability to balance and reconcile member accounts and general ledger outages related to claim adjustments.

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Perform additional duties as necessary to maintain daily operations.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) Successful completion of High School curriculum required

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2+ years relevant experience required

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Ability to effectively communicate results to members, acquirer, and or merchants and meet mandatory time frames.

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Knowledge of Credit Union products, services, policies & procedures.

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Operating knowledge of Visa regulations and Federal/State Regulations specific to debit/credit cards.

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Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments.

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High attention to detail in working and investigating files with emphasis on deadlines.

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Effective oral and written communication skills.

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Able to effectively multitask in a fast-paced environment.

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Basic Microsoft proficiency.

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Ability to resolve accounting outages.

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Must be self-motivated and capable of working both independently as well as in a team environment.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Branch staff, Consumer Loan Services, Member Care, Contact Center, Fraud Prevention and Risk Investigations.

EXTERNAL:

Members, processors, vendors, merchants, peer credit card operators.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.