Associate Credit Card Fraud Tech

SECU•Raleigh, NC

About The Position

The Associate Credit Card Fraud Tech supports members by processing incoming fraud disputes across various applications. The role uses basic knowledge of Visa, Mastercard, and applicable federal regulations to process chargebacks and recover funds on behalf of cardholders while minimizing credit union liability and risk. The position investigates and resolves routine fraud claims, determines liability outcomes using available evidence and applicable rules, and manages dispute processing in compliance with Visa/Mastercard requirements and federal and state rules and regulations. It also provides support for fraud-claim inquiries, maintains complete and audit-ready case documentation, assists with general ledger reconciliation, and identifies fraud trends and emerging risks. The work takes place in an office setting near other employees, with some background noise. A hybrid remote schedule may be available after training, at management’s discretion. The role involves substantial sitting, computer and telephone keypad use, comprehending phone calls and instructions, and lifting up to five pounds.

Requirements

Ability to communicate effectively verbally and in writing.
Excellent analytical and quantitative skills, problem-solving skills, and organizational skills.
Ability to exercise discretion and good judgment in making decisions.
Ability to work independently and in a team environment.
Ability to manage multiple tasks, work in a fast-paced environment, and meet deadlines.
Ability to maintain confidentiality of materials handled.
Ability to be flexible and work under high pressure in a complex environment.
High school diploma or GED required.
Ability to comprehend and carry out verbal and written instructions.
Ability to use hands and fingers to press keys on a computer keyboard to enter or retrieve information and to press a telephone keypad.
Ability to comprehend phone calls.
Ability to lift five pounds.

Nice To Haves

Bachelor’s degree, associate’s degree in a related field, or equivalent combination and/or experience preferred.

Responsibilities

Investigate, process, and resolve routine fraud claims within regulatory timelines.
Research fraud claims by reviewing card transactions, account records, and information provided by members or merchants.
Process credits and reversals based on fraud-claim outcomes.
Maintain complete, accurate, and audit-ready case documentation throughout the claim lifecycle.
Provide support for calls regarding fraud claims from members and credit union employees.
Determine liability outcomes based on evidence and applicable rules.
Perform chargeback and dispute-resolution processing and handle dispute inquiries.
Perform pre-arbitration reviews and identify representment opportunities.
Analyze merchant documentation for contradictions or rule failures.
Handle all aspects of the dispute process in compliance with Visa/Mastercard requirements and federal and state rules and regulations.
Use multiple systems without scripted workflow requirements.
Assist with general ledger reconciliation to mitigate loss exposure.
Identify fraud trends and communicate emerging risks to leadership.