Enterprise Fraud - Card Investigations Representative (Full-Time)

Card Investigations Representative

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.

Responsibilities include:

• Ensuring all processing procedures related to card fraud and nonfraud disputes are completed accurately.
• Investigating, responding, and resolving all card fraud and nonfraud dispute claims and matters.
• Researching and reviewing documents for submission of fraud and nonfraud dispute claims.
• Demonstrating excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary.
• Resolving member and branch issues and related service concerns.
• Collaborating with and providing relevant information from uncovered fraud accounts to other business units and investigating authorities.
• Collecting, evaluating, and documenting all evidence obtained during an investigation for recovery.
• Maintaining a thorough understanding of state and federal laws and regulations related to credit union compliance.
• Complying with all established internal audit, security, and credit union rules, regulations, and departmental procedures.
• Performing chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions.
• Facilitating fraud reporting process, ensuring the applicable fraud type is reported to associated network.
• Initiating preventative actions such as Stop Payments, restrictions, and reissuance of a new card.
• Submitting Unusual Activity Referrals (UAR) to report cases of unusual, suspicious or questionable activity to Fraud Prevention.
• Processing provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines.
• Updating notes and information on all Claims systems; maintaining call records and uploading relevant recorded calls to demonstrate thorough investigation and support claim decisions.
• Assisting with occasional research regarding member complaints and inquiries.
• Following-up and responding to merchant rebuttals and processing the exception and acceptance queues.
• Balancing and reconciling member accounts and general ledger outages related to claim adjustments.
• Performing additional duties as necessary to maintain daily operations.

Qualifications and preferences include:

• H.S. Diploma or General Education Degree (GED) Successful completion of High School curriculum required
• 2+ years relevant experience required