What are the responsibilities and job description for the Fraud Investigator position at Radiant Credit Union?
Fraud Investigator
Role:
Responsible for overseeing the organization's debit and credit card fraud and disputes processing.
Essential Functions & Responsibilities:
- Monitors and processes daily fraud alerts from processor and network for all card programs; Report new approved and denied VISA applications to Visa through the ICS portal along with cards with reported fraud.
- Reconciles debit and credit card fraud and dispute General ledger (GL) reconciliation process and post provisional and final credit transactions as needed; Processes network and member adjustments; Maintains dispute and fraud queues for debit and credit cards, and P2P fraud to ensure claims are submitted for chargeback; Ensures claims not eligible for chargeback are filed with other eligible third-party insurance or bond claims for reimbursement.
- Supports the member account review process and monitors activity with fraud interdiction software.
- Writes Visa Card fraud rules and/or works with the Pulse rules team to install rules based on fraud trends affecting cardholders to minimize our financial losses with approval from management; Fields, investigates, and resolves front-line staff and member questions regarding dispute and fraud claims for all card types and P2P claims.
- All other compliance and risk duties as assigned.
Performance Measurements:
- Accountability - Holds self-accountable for quality, timely and effective results. Follows determined objectives and priorities. Accepts responsibility for mistakes; complies with established systems and rules
- Attention to Detail – Carefully thinks through assignments or situations and demonstrates logical thought (related to CU practices /processes), and attention to detail. Work is accurate and complete.
- Communication - Listens to others, processes information, and communicates appropriately. Gives feedback when requested and is receptive to feedback received. Keeps others informed and ensures message is received by end-user.
- Member Service - Meets the needs of both internal and external members. Delivers quality products and/or services; exhibits a can-do attitude.
- Job Knowledge - Meets job knowledge for current position level. Usually performs all tasks in expected time. Employee is continuing professional growth. Works with appropriate level of supervision and knows when to ask questions or ask for help. Usually uses available resources before requesting assistance.
- Decision Making, Problem Solving & Critical Thinking - Uses good judgment and solves common or routine problems. Understands how actions effect department and CU. Seeks advice or guidance when appropriate
- Teamwork – Promotes team and departmental teamwork, Expresses positive expectations for others, speaks of team members in positive terms, shows respect for others.
Knowledge and Skills:
Experience - Two to three years of similar or related experience.
Education - (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills - Ability to troubleshoot, comprehend and follow complex technical procedures. Attention to detail. Basic Excel experience required.
Physical Requirements - 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.
Work Environment - While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.
