Debit Fraud Tech - Full-time

About the job

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

PURPOSE

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.

DIMENSIONS

Contact with members, branch, Member Services Support Center, operations employees, and third-party resources via phone, mail, and email.

Essential Functions & Responsibilities

• Performs chargeback/dispute resolution processing and handles dispute inquiries.
• Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
• Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
• Resolves routine member disputes, processes the issuance and reversal of provisional credit, and issuance of permanent credit to member accounts as needed.
• Resolve cardholder liability based on the results of a reasonable investigation.
• Document the results of the case in the appropriate case management system.
• Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.
• Review and respond to cardholder inquiries relating to the status of an existing claim.
• Answer incoming phone calls and emails from branch, Member Service Support Center, and operations personnel seeking assistance with card fraud related topics.

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, Associates 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
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• 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.

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