Card Fraud Investigator

Card Fraud Specialist

The Card Fraud Specialist is responsible for providing strategic and tactical risk mitigation for Debit / ATM cards to avoid losses, while ensuring high quality member service levels, loss prevention, and revenue enhancement. Responsible for investigating, researching, and processing Debit / ATM dispute packets with current dispute processor within the allowable time frames. Work card fraud cases through the lifecycle of the case to maximize outcome for the Credit Union and cardholder, including and not limited to positive and professional communication with other team members, cardholders, law enforcement agencies, industry professionals, and merchants. Ability to recognize and escalate new trends and patterns and recommend appropriate mitigating measures to leadership.

Key Job Responsibilities :

• Analyze and process Debit / ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit / ATM fraud cases with current dispute processor through end of lifecycle.
• Conduct additional research and follow through on more complex cases. Investigate member transactions through comprehensive research, including but not limited to review of CCTV video.
• Ensure clear, concise, and compelling research is logged and documented thoroughly. Prepare detailed written reports for periodic fraud and dispute tracking purposes. Present factual documentation and action recommendations to leadership.
• Effectively communicate status and decision to cardholder both through written and verbal communication.
• Research, follow through, and resolve other complex situations, issues, and complaints from members.
• Handle member inquires, process card user changes, and provide written notice to confirm changes and authorizations.
• Process daily work queue tasks and reports.
• Assists branches and other teams with researching information for members.
• Provides ongoing refresher training to team members based on quality reviews, and regulatory updates.
• Monitors and evaluates dispute handling for accuracy, timeliness, and adherence to regulatory requirements
• Work closely with Branch Support Leaders to maintain training material and resources to support consistent and compliant dispute investigations

Teamwork

Accuracy / Procedures

Controls

Regulations / Legal

Michigan First Way

Qualifications

Who We Are

Michigan First Credit Union was founded more than 90 years ago by educators and delivers world-class service to more than 160,000+ members at our branches throughout the State of Michigan, and we're still growing! We offer financial solutions for every life stage and seek to positively transform our members' lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union's sole mission is to provide the highest quality member experience. Working here, you'll get to participate in a strong culture, centered around service, professionalism, and growth.

Michigan First highlights :

Awards Michigan First Credit Union has been the proud recipient of :

Benefits and perks of joining our award-winning team include :