Card Investigations Representative

TITLE: CARD INVESTIGATIONS REPRESENTATIVESTATUS: NON-EXEMPTREPORT TO: SUPERVISOR – CARD INVESTIGATIONS DEPARTMENT: CARD INVESTIGATIONSJOB CODE: 11163 PAY SCALE: $23.09 - $25.00 HOURLY GENERAL DESCRIPTION: Utilize manual and automated systems to research and evaluate member account activity for fraudulent transactions across debit cards, credit cards, ATMs and Zelle transactions. Process a high-volume of case related tasks in a fast-paced environment to detect, investigate, resolve and recover on high-risk fraud and dispute cases with a sense of urgency. Detect and report suspicious activity on Zelle, credit, debit and ATM cards. Initiate preventative measures to protect the members from ongoing fraud attempts. Reviews and take actions in pursuit of recovery according to the applicable network chargeback rules and resources. Document every phase of the review process, adhering to all established regulatory and procedural guidelines. Communicate with members and merchants, ensuring compliance with banking and network regulations. TASKS, DUTIES, FUNCTIONS Responsible for ensuring all processing procedures related to card fraud and nonfraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud. Investigate, respond and resolve all card fraud and nonfraud dispute claims and matters.Research and review documents for submission of fraud and nonfraud dispute claims.Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary. Report and escalate any potential issues.Resolve member and branch issues and related service concerns. Report and escalate any potential issues that may affect credit union assets or member satisfaction. This includes resolving Branch/Department/MSCC phone calls and emails in a timely manner.Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities.Collects, evaluates, and documents all evidence obtained during an investigation for recovery. Provide relevant documentation needed to support the chargebacks according to Visa, Mastercard and alternative network rules.Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.Comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge with updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.Perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by VISA, Mastercard and other alternative network rules and regulations. Stay informed of Visa, Mastercard and all alternative networks updates and routine mandates.Facilitates fraud reporting process, ensuring the applicable fraud type is reported to associated network.Initiate preventative actions such as Stop Payments, restrictions and reissuance of a new card.Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious or questionable activity to Fraud Prevention.Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics to initiate preventative rules and actions.Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines. Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions. Assist with occasional research regarding member complaints and inquiries.With a high level of degree, follow-up and respond to m…