Card Operations Fraud Specialist

General Job Description The Card Operations Fraud Specialist is responsible for providing comprehensive administrative and operational support to minimize and mitigate bank losses due to fraudulent debit card and account activity. This role involves monitoring and researching suspicious activity, processing debit card dispute and fraud claims meeting all Regulation E requirements, cancellations, and compromises, as well as supporting various aspects of card operations, including credit and debit card programs, ATM operations, and related financial products, member card errors, and provides operational support to branches, departments, and members. The Card Operations Fraud Specialist will review and assess the credit union's debit card claims and disputes, provide plastic loss projections and analytics, support frontline inquiries, and perform accounting tasks such as reconciling and balancing general ledgers (GLs). This person must be well-organized, flexible, analytical, and efficient, with the ability to handle a fast-paced environment while remaining calm under pressure. Confidentiality and integrity are of the utmost importance in this position. Essential Duties & Responsibilities Perform proactive investigations and analysis of debit card claims and disputes, while managing and overseeing vendor's management of credit card claims and disputes. Improve and make recommendations to the organization's procedures to create an environment where fraud is minimum Process debit card cancellations; work with third-party applications; update card status in related systems. Responsible for staying ahead of industry and market developments for combating fraud by self directed research, vendor education, webinars, and networking Post daily Debit and Credit Card exceptions to cardholder accounts Review fraud trends, complete common point of purchase analysis, and make recommendations to management for card reissues. Stay current and knowledgeable with network rules and regulations, including but not limited to third party vendor card processor regulations such as MasterCard and Regulation E. Assist with recommendations to the Payment & Deposit Operations Manager for new rules and updates to mitigate fraud patterns. Manages processes to complete member file maintenance requests, such as restricts usage, replacement cards following Red Flag requirements, travel notes, and debit card account closures Monitor the debit card instant issue program and maintain the card and printer supply inventory. Coordinate delivery to branches with Facilities Department Interact with merchants and financial institutions to validate information and confirm or cancel authorizations. Manage chargeback filings and recoveries for debit card claims. Prevent fraud activities and recover any incurred losses prior to charge-off. Review chargeback and arbitration documents pertaining to card fraud cases in a timely and accurate manner and if required, contact the cardholder Process ATM and debit card claims from lost, stolen or fraud activity in work queues Request ATM pictures pertaining to ATM claims when needed Other special projects assigned by the Payment & Deposit Operations Manager, ensuring that project and goals are met adhering to approved budgets Ensure that investigations are properly documented and report findings to authorities as needed. Assist the Fraud Prevention department with physical security and additional fraud cases as needed. Compose and edit reports, correspondence, manuals, spreadsheets, and other communications. Prioritize and manage multiple assignments simultaneously and follow through on issues in a timely manner. Act as an integral part of the team, ready to step in and assist other groups when necessary. Contribute to ongoing process improvements and identify opportunities to increase the efficiency of the department. Provide friendly, prompt, professional, and accurate service and support to all members, co-workers, Board of Directors, and vendors in a courteous and professional manner. Participate in opportunities to improve knowledge around debit card claims and industry trends. Perform daily card operations, including card orders, processing returned cards, card and account maintenance, processing payments, performing balance transfers, and answering employee and member inquiries. Assist with reviews of relevant card processor technology updates and modify systems and processes as needed. Monitor various card operations and fraud prevention metrics and provide regular reports to management. Perform accounting tasks including reconciling and balancing general ledgers (GLs). Monitor and works Verafin Alerts Takes immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs. Back up to Card Operations Specialist position Utilize Excel for data analysis, reporting, and maintaining accurate records. Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT. Essential Job Requirements High School Diploma. Associate or Bachelor's degree preferred. Experience in the financial services industry required. Skills/Abilities Experience in debit card fraud investigations. Experience with MasterCard chargeback processing and fund recoveries. Experience with FINBOA claims management platform preferred. Experience in Reconciling/Balancing card dispute/Fraud General Ledgers Strong oral and written communication skills. Strong interpersonal skills, including the ability to interact with members, merchants, and law enforcement agencies. Strong organizational, attention to detail, and planning skills. Successful time management, research, reasoning, and analytical skills. Ability to take direction, prioritize and think and act independently, within guidelines and diversified procedures Work requires analytical ability, judgement, and ingenuity Ability to organize and coordinate multiple concurrent tasks and projects. Maintains a dependable record of attendance and timeliness. Proficient in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint. Physical/Mental Requirements of the Position: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear Nature of position requires physical mobility and ability to lift a minimum of 20 pounds The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks