Card Fraud Support Specialist

Sharepoint Credit Union•Bloomington, MN

1d•Onsite

About The Position

The Card Fraud Support Specialist is the main source of operational knowledge for the SharePoint CU Visa Credit card and Mastercard Debit card portfolios. This position will process the administrative operations of the card programs, including debit and credit card issues and transactions with a focus on fraud and disputes, and other duties associated with the operational effectiveness of the credit union’s card programs. This position will assist with marketing and lending initiatives, by providing operational set-ups, procedures, and facilitating third-party communication/collaboration.

Requirements

Three years to five years of similar or related experience.
A four-year college degree -OR- Completion of a specialized and extensive in-house training including third party training modules
Work involves a high degree 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.
Excellent organizational, multitasking, written and verbal communication skills.
General office skills (including Word and Excel) and data entry experience preferred.
Good Member service and service recovery skills needed.
Ability to work independently on issues, seeking information from third-parties or training documentation when needed to solve problems.
Working knowledge of Regulation E and Regulation Z

Nice To Haves

One or more years of previous experience working with Debit or Credit card systems and dispute processes at a financial Institution is preferred.

Responsibilities

To perform all duties associated with the administration of the SharePoint CU Visa Credit and Mastercard Debit portfolios.
Provide excellent service to Members and SharePoint CU Employees. This includes maintaining a full knowledge of card service products, timely response to Member requests, and establishing guidelines and procedures for all card-related activities.
Manage all card related disputes, per regulation, including the preparation of fraud dispute letters, dispute file maintenance, posting and revoking of credits as applicable, and tracking.
Act as a liaison with Premier Fraud specialist at Velera with support from the Fraud Mitigation Specialist
Work closely with the Fraud Mitigation Specialist to address fraud patterns and provide recommendations on card fraud rules and controls.
Answer member card fraud and dispute inquiries, including card vendor support ticket submission and follow-up. Handle member escalations regarding claim denials.
Review fraud/risk reports daily, weekly, and monthly reports from Credit and Debit card processors to mitigate fraud.
Provide timely communication to staff on card fraud-related trends and incidents and train staff on fraud and dispute processes.
Monitor and act on communication from our card vendor specifically tickets related to fraud/dispute claims.
Stay up to date on the latest card fraud trends.
Assist with the implementation of new products and features associated, including the training of staff.
Review VISA fraud packets and perform the monthly fraud related Visa charge-off process as needed.
Assist the Finance team with GL balancing issues related to card fraud and disputes
Assist marketing and lending teams with card fraud and dispute related communication
Back up the Card Services Support Specialist and their duties
Perform other job-related duties as assigned