What are the responsibilities and job description for the CDV Investigator II position at Merrick Bank?
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What We Do
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
Who We Are
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary
The CDV Investigator II role will be responsible for supporting and managing the investigation of consumer complaints either directly or the credit reporting agencies claims of fraud tied to the initiation of the account. This position will work in conjunction with the affiliate and external agencies tasked with the investigations of fraud and billing error dispute claims. The investigator must review claims of fraud by consumers against account activity, and reporting any other information that would pertain to the investigation and the initiation of credit. The investigator II role also supports the implementation of updated processes and procedures and facilitates testing of process and system implementation.
This position will report to the CDV Operations Team Leaders.
Essential Functions
Our Employee Value Proposition
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable.
What We Do
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
Who We Are
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary
The CDV Investigator II role will be responsible for supporting and managing the investigation of consumer complaints either directly or the credit reporting agencies claims of fraud tied to the initiation of the account. This position will work in conjunction with the affiliate and external agencies tasked with the investigations of fraud and billing error dispute claims. The investigator must review claims of fraud by consumers against account activity, and reporting any other information that would pertain to the investigation and the initiation of credit. The investigator II role also supports the implementation of updated processes and procedures and facilitates testing of process and system implementation.
This position will report to the CDV Operations Team Leaders.
Essential Functions
- Researches complex and escalated disputes that require a higher level of understand and detail through channels such as e-OSCAR (ACDV and AUD) and written disputes received directly from consumers within established timeframes for all products issued by the Bank.
- Subject Matter Expert in detection, investigation, and prevention of synthetic, identity, and new account application fraud.
- Provides recommendations supported by data in the implementation of new fraud alerts and controls.
- Analyzes data and recommends process improvements to prevent and mitigate fraud.
- Handles and manages disputes associated with complaints and provides root cause analysis on prior reviews through eOSCAR or those made directly to the bank in response to the complaints.
- Executes and assists in the creation of department policies and procedures to ensure accuracy with the work case investigations while still maintain personal productivity.
- Manages the effective communication of escalated customers through correspondence with CDV Operations and the bank.
- Is a subject matter expert on FCRA, Req. Z, and FACT Act and associated regulations.
- Executes on identified areas of opportunity within department processes and coordinates with area leadership on effectiveness of improvements.
- Tests updates to procedures, processes, and systems during the testing and implementation phase of projects.
- Plans, organizes and schedules assignments/projects assuring follow-through to completion.
- Assists the leadership team as directed.
- Performs other duties as assigned
- Handles and manages fraud investigations associated with complaints and provides root cause analysis on prior investigations in response to the complaints.
- Executes and assists in the creation of department policies and procedures to ensure accuracy with the work case investigations while still maintain personal productivity.
- Manages the effective communication of escalated customers through correspondence for work case investigations.
- Is a subject matter expert on FCRA, Req. Z, and FACT Act and associated regulations.
- Executes on identified areas of opportunity within department processes and coordinates with area leadership on effectiveness of improvements.
- Tests updates to procedures, processes, and systems during the testing and implementation phase of projects.
- Plans, organizes and schedules assignments/projects assuring follow-through to completion.
- Assists the leadership team as directed.
- Performs other duties as assigned
- Responsible for complying with all of the Bank’s internal control policies and procedures.
- Responsible for understanding and complying with all laws and regulations to which the Bank is subject.
- Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.
- High school diploma or equivalent education is required.
- Two (2) years’ prior Fraud and credit card industry experience required
- Two (2) years’ work experience in ID theft and fraud verification processes required.
- Two (2) years’ work experience work with eOSCAR or credit reporting agencies required.
- Strong analytical skills with emphasis in reviewing and investigating applications for fraud while ensuring compliance with policies, procedures and regulatory requirements.
- Strong analytical skills with emphasis in reviewing and investigating applications for fraud while ensuring compliance with policies, procedures and regulatory requirements.
- Solid understanding of consumer credit regulations, including FCRA, FACT Act, TILA, ECOA etc.
- Effective written and oral communication skills.
- Demonstrated ability to work independently.
- Proven effective planning, organizational, time management and problem-solving skills.
- Proven ability to work effectively under pressure. Skill at handling a variety of assignments simultaneously. Flexibility and willingness to work at a rapid pace in strict time frames.
- Ability to work with multiple data sources, drive data insights to improve business decisions, and effectively display information in a concise manner.
- Ability to effectively communicate using various mediums and demonstrate the skills to effectively collaborate with and achieve results.
- Demonstrates a strong customer orientation. Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.
- Ability to maintain an objective perspective will understanding a problem or situation when placed under conditions of stress.
- Strong attention to detail and correlation.
- Demonstrates initiative and resourcefulness.
- Intermediate level user of Microsoft Office (Outlook, Word, and Excel)
- Ability to maintain thorough knowledge of Bank policies and procedures with respect to servicing of cardholders and their accounts
- Ability to maintain thorough knowledge of both State and Federal regulations regarding consumer lending and servicing of cardholders and their accounts
Our Employee Value Proposition
- Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
- Benefits Package -Medical, Dental, and Vision (plus much more)
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation, Sick Days and bank Holidays
- Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable.
