Sup - Card Investigations

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

THE DETAILS

Job Code:

5006

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

Directs and manages the Card Investigations team responsible for preventing, responding, and detecting fraudulent activity on the credit union's new accounts opening process, real time payments and card portfolio for both consumer and business accounts. When fraud is identified, claims are filed to support and protect the member's financial assets.. Quickly responds to mitigate and prevent any potential fraud losses or negative member impact. Communicates, interacts, and provides assistance to senior management, members, and branch/department personnel ensuring compliance to regulations, standards and procedures. Supervises staff performance and functions, to ensure accurate, timely, and efficient workflow, timely and accurate resolution of all claims and informational reporting to monitor trends and activity. Includes all Zelle, credit, debit and ATM card claims.

Leadership Objectives at Golden 1 Credit Union:

* Elevate to a High-Performing Team: Manage, develop, and coach talent to build a strong, engaged team.

* Own the Risk: Take full ownership of risks associated with processes within the role's mandate.

* Execute Flawless and Efficient Processes: Own all processes, including requirements, systems, execution outcomes, member experience, metrics, reporting, and communication.

* Cultivate Peer Relationships: Build and maintain strong collaborative relationships across the organization.

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 passionate about delivering results that make a difference to those you support. You combine fraud expertise, operational leadership, and coaching skills to protect members, strengthen controls, and develop high-performing teams committed to service excellence.

THE WORK

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Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff.

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Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations.

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Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures.

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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 the position

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Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.

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Analyze, maintain, and process investigative caseloads of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry

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Monitor and maintain control of department workflow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense.

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Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.

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Maintain ongoing expertise regarding established procedures, credit union rules, regulations, policies, and practices.

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Ensure departmental compliance with established security and internal audit controls.

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Serve as administrator for MasterCard and VISA Resolve Online systems, Administer the systems including user training and system updates. Recommend enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations.

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Report and provide data tracking increased fraud trends.

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Oversee the testing and validation of system enhancements.

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Review monitoring reports to discuss coaching opportunities related to call quality, quality assurance and overall production and performance of the team.

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In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service.

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Other duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

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Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) Successful completion of a high school curriculum required

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Associate’s Degree in criminal justice, Business, or comparable discipline or equivalent work experience preferred

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5+ years of financial institution experience with at least 3 years’ processing or investigating multiple types of fraud. required

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3+ years processing or investigating multiple types of fraud. required

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2+ years of Visa Credit/Debit card fraud claims and disputes. required

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Previous Supervisory/Management experience preferred

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Strong oral and written communication skills, including presenting to groups

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High level of dependability, self-motivation, and sense of urgency to meet deadlines

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Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities. Knowledge of operations, policies, and procedures

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Ability to lead a team for projects

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Enthusiasm and interest in card fraud and related services

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Strong sense of ethics and professionalism

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Knowledge of automated database programs, ten key, facsimile machine, personal computer and related software, electronic banking equipment, and member relation skills

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Ability to positively communicate suggested solutions and alternate outcomes

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Ability to multi-task effectively and meet established deadlines.

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Ability to work with a high degree of independence and use sound judgment

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Ability to keep and maintain confidential information

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None required

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Accountable for Results - oversees daily performance 

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Delivers results with agility - adjusts workflows quickly

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Collaborates across Teams - encourages teamwork Builds trust and credibility - maintains fairness and reliability 

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Develops others through feedback - coaches jr team members Solves problems proactively - removes barriers for success 

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Communicates with clarity - provides clear direction

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Branch management and staff, Centralized Lending, Accounting, Member Services, Member Care, Records, Card Operations, Compliance, and Auditing.

EXTERNAL:

Members, Merchants, Acquirers, Issuers, Association, Vendors, and Processors.

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.