Card Services Representative

Job Description

Card Investigation Representative

Job Summary

Investigate and resolve fraudulent transactions and card-related disputes across debit cards, credit cards, ATMs, and electronic payments. Review high-volume cases, identify suspicious activity, initiate preventive actions, support recovery efforts, document investigations, and communicate with members and merchants while maintaining regulatory and procedural compliance.

Responsibilities

• Investigate, respond to, and resolve card fraud and nonfraud dispute claims.
• Research evidence and prepare documentation to support fraud claims, disputes, and recovery efforts.
• Communicate with members, merchants, payment processors, law enforcement, and internal teams regarding investigations and claim decisions.
• Resolve member and branch concerns promptly and escalate issues that may affect organizational assets or member satisfaction.
• Share information about suspected fraud with business units and investigating authorities.
• Collect, evaluate, and document evidence in accordance with applicable payment network rules and regulations.
• Perform chargebacks and process exception, acceptance, and rebuttal queues accurately and within required deadlines.
• Initiate preventive actions, including stop payments, account restrictions, and card replacement.
• Submit unusual activity referrals and report emerging fraud trends to fraud prevention and analytics teams.
• Process provisional credits and account adjustments in accordance with applicable consumer protection requirements.
• Maintain complete case notes, call records, supporting documents, and claim system updates.
• Balance and reconcile member accounts and general ledger discrepancies related to claim adjustments.
• Follow internal audit, security, compliance, anti-money laundering, and departmental procedures.

Requirements

• High school diploma or GED required.
• At least two years of relevant experience required.
• Knowledge of financial products, services, policies, procedures, card regulations, and applicable federal and state requirements.
• Ability to communicate effectively with members, merchants, processors, and internal teams while meeting required deadlines.
• Strong organizational skills with the ability to prioritize tasks and manage multiple assignments.
• High attention to detail when reviewing and investigating cases.
• Basic proficiency with Microsoft Office and case management systems.
• Ability to resolve accounting discrepancies and reconcile accounts.
• Ability to work independently and collaboratively in a fast-paced environment.

Skill

• Fraud detection and investigation
• Dispute processing and chargeback recovery
• Analytical and problem-solving skills
• Written and verbal communication
• Account reconciliation and documentation
• Regulatory and compliance knowledge
• Time management and multitasking
• Member service and conflict resolution

Summary Qualification

• Detail-oriented and member-focused professional with experience investigating fraud and resolving payment disputes.
• Demonstrated ability to protect accounts, support recovery efforts, and make accurate decisions under pressure.
• Strong understanding of payment network procedures, consumer protection requirements, and fraud prevention practices.
• Reliable, self-motivated, and capable of managing sensitive investigations while maintaining confidentiality and compliance.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.