Card & Fraud Services Specialist

Peoples Bank and Trust•McPherson, KS

1d•Onsite

About The Position

The Card & Fraud Services Specialist is responsible for performing daily card services and fraud prevention activities to minimize financial loss, support regulatory compliance, and provide exceptional customer service. This position monitors suspicious activity, investigates fraud claims, processes disputes, maintains cardholder accounts, and assists with fraud mitigation efforts under the direction of the Card & Fraud Services Manager. The Card & Fraud Services Specialist works closely with customers, branches, operations staff, and external vendors to ensure timely resolution of card and fraud-related issues.

Requirements

High School Diploma or equivalent required
Proven experience in fraud investigation and mitigation strategies related to debit card transactions
Proficiency in using fraud detection systems and reporting
Full knowledge of customer databases and systems utilized by Peoples Bank and Trust
Understanding of all PBT policies and procedures related to debit cards and Reg E rules, as well as Visa regulations and requirements
Attention to detail
Strong written and verbal communication skills for interacting with customers regarding potential fraud
Self-motivation
Self-management
Ability to consistently follow through on tasks
Problem solving
Organized
Analytical
Interpersonal
Time management
Computer literacy
Strong ability to multi-task with the ability to work independently and as part of a team
Ability to speak effectively and communicate clearly
Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel
The employee is regularly required to type throughout the day
The employee is regularly required to use their hands to type and maneuver a mouse
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts)
Ability to deal with a variety of variables under only limited standardization
Strong numeric capabilities; ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions
Ability to read, analyze, and interpret documents

Nice To Haves

Associate degree in business, finance, accounting, or related field preferred
2+ years banking, card services, deposit operations, fraud prevention, or related experience preferred

Responsibilities

Monitor fraud detection systems and review alerts for suspicious debit and credit card activity
Investigate potential fraud cases and document findings accurately and thoroughly
Process fraud claims, disputes, chargebacks, and recoveries in accordance with bank policy and regulatory requirements
Contact customers regarding potentially fraudulent activity and assist with resolution efforts
Recommend account restrictions, card blocks, and other preventative measures when fraud is suspected
Escalate complex fraud situations and emerging fraud trends to management
Maintain detailed records of investigations and case outcomes
Process debit and credit card requests, including issuance, reissues, maintenance, and account updates
Perform card account research and resolve cardholder inquiries
Assist with transaction exceptions, settlement discrepancies, and processing issues
Maintain card-related records and ensure accuracy of customer account information
Coordinate with card processors and vendors to resolve operational issues
Support testing and implementation of card-related system enhancements
Provide professional and timely assistance to customers regarding card usage, disputes, fraud claims, and account security
Educate customers on fraud prevention best practices and security measures
Resolve routine customer issues and escalate complex concerns as appropriate
Partner with branch and customer service personnel to ensure consistent communication and service delivery
Ensure adherence to applicable regulations, including Reg E, Reg Z, NACHA, Visa network rules, PCI-DSS, and Bank Secrecy Act requirements
Follow established policies, procedures, and internal controls for fraud and card services
Assist in gathering documentation for audits, examinations, and internal reviews
Maintain confidentiality of customer information and sensitive bank data
Prepare routine reports related to fraud activity, disputes, chargebacks, and card operations
Track fraud losses, recoveries, and operational metrics
Identify process improvement opportunities and make recommendations to management
Maintain department files, records, and documentation
Various other duties as assigned