Disputes and Fraud Services Specialist

Dispute & Fraud Services Specialist

Candidates must reside within a commutable distance to the communities that Travis Credit Union serves : Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus and Yolo counties. This position is considered hybrid so you must be within a commutable distance to our corporate headquarters in Vacaville, CA. Monday - Friday (with some flexibility between the hours of 8am - 7pm) Hybrid - 1-2 days remote (after training) Summary

Travis Credit Union's (TCU) Dispute & Fraud Services team plays a critical role in supporting the organization's end-to-end fraud prevention and dispute resolution efforts. This specialist position is responsible for identifying, investigating, and resolving fraudulent activity across various payment channels, including debit and credit cards, ACH, wire transfers, checks, and digital walletswhile ensuring compliance with applicable regulations and contributing to a seamless member experience.

The role involves managing the intake, investigation, and resolution of member disputes across all products and payment types, with a focus on fair outcomes and regulatory adherence. The individual will collaborate closely with internal teams, contribute to process improvements, and support data analysis and technology initiatives that enhance fraud detection and recovery. A strong commitment to empathetic member support, attention to detail, and proactive risk analysis and mitigation is essential. This position may also assist in preparing documentation for audits and regulatory examinations and is expected to stay current on industry trends and compliance requirements.

Profile

• Monitors and analyzes transaction activity across multiple payment channelsincluding debit / credit cards, ACH, wire transfers, checks, and digital walletsto detect and investigate potential fraud and abuse.
• Conducts thorough investigations of suspected fraud and member disputes, gathering documentation, applying regulatory knowledge (Reg E, Reg Z, NACHA, UCC, card network rules), and ensuring fair, compliant resolutions.
• Supports fraud detection systems and tools, manages fraud alerts, and processes chargebacks, restitution payments, and returned deposit checks.
• Assists members impacted by compromised accounts or identity theft, taking appropriate actions such as account closures, service restrictions, and reporting to ChexSystems or e-Funds.
• Supports recovery efforts by preparing documentation and following established procedures.
• Performs risk analysis and implements loss prevention measures, including account reassignments, flags, and restrictions to safeguard member assets.
• Collaborates with internal teams on investigations, and prepares documentation for audits, and regulatory examinations.
• Identifies process improvement opportunities to enhance fraud detection, dispute resolution efficiency, and member experience.
• Communicates professionally and empathetically with members throughout investigations and may assist with escalated or sensitive cases in coordination with senior staff.
• Assists in preparing reports on fraud trends, losses, recoveries, and operational performance for internal review.
• Utilizes and supports the maintenance of fraud detection systems and tools to enhance investigative capabilities.
• Adheres to internal policies and external regulations while maintaining accurate records and documentation.

Skills

Requirements

Compensation

Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education / training, and key skills. At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that ensures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!

Travis Credit Union is an Affirmative Action Employer EOE / Individual with Disability / Veteran Status #traviscu