Account Resolution Specialist
DFCU Financial•Dearborn, MI
•Onsite
About The Position
As an Account Resolution Specialist, you will support members whose accounts have been impacted by fraud, unauthorized transactions, or data breaches. This role serves as a primary point of contact during sensitive situations, guiding members through the resolution process while securing accounts, coordinating investigations, and ensuring compliance with internal policies and regulatory requirements. Strong communication skills, sound judgment, and a focus on member trust are essential for success in this role.
Requirements
- High school diploma or equivalent required
- Demonstrated knowledge of account security procedures, fraud claims, and regulatory requirements.
- Proficient in Microsoft 365.
- Demonstrated analytical and problem-solving skills.
- Able to initiate and embrace change.
- Excellent interpersonal skills, including written and verbal communication and ability to work in a team environment.
Nice To Haves
- associate degree preferred
- 1–2 years of experience in financial services, fraud prevention, and customer service is preferred.
Responsibilities
- Serve as the primary point of contact for members reporting compromised accounts or fraudulent activity.
- Quickly assess the situation and take immediate action to secure member accounts (e.g., freezing accounts, resetting login credentials, issuing new cards).
- Provide clear, empathetic, and informed communication to members throughout the resolution process.
- File and track fraud claims in accordance with credit union procedures and regulatory requirements.
- Investigate unauthorized transactions and coordinate with fraud prevention teams, card processors, or third-party vendors as needed.
- Assist members with setting up new accounts, updating automatic payments, and reestablishing account access.
- Educate members on account protection, fraud prevention, and digital banking security tools (e.g., alerts, two-factor authentication).
- Document all interactions and resolution steps accurately in the member database and case management system.
- Maintain confidentiality and protect sensitive member information in all interactions.
- Stay current on fraud trends, regulatory changes, and internal policies related to account security.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
