Card Services Fraud Analyst
About The Position
The Card Services Fraud Analyst helps protect Center Parc Credit Union members and the Credit Union from debit and credit card fraud. The role reviews transactions, investigates suspected unauthorized activity, and resolves assigned fraud claims and disputes in a timely manner. It provides empathetic member support, maintains accurate case documentation, and coordinates protective actions and recovery efforts within established authority. The analyst also analyzes fraud trends, supports improvements to fraud controls, and follows applicable regulatory requirements, card network rules, and Credit Union procedures. Responsibilities may vary with business needs, and proficiency in applicable duties is expected over time. The position has no direct reports; a designated lead may coordinate day-to-day tasks through indirect or matrixed relationships.
Requirements
- Knowledge normally gained through a high school diploma or equivalent.
- At least 3 years of transactional work experience in banking, financial services, or a credit union.
- Prior experience in card services or credit card fraud.
- Proficiency with a 10-key calculator, typing and data-entry skills, and working knowledge of Microsoft Office software.
- Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Nice To Haves
- An associate’s degree in business management, business administration, or a related field, or 2 years of additional relevant work experience in lieu of a degree.
- 2 years of relevant member-facing card services work experience within a credit union.
- Prior experience completing transactions in Symitar and Meridian Link.
Responsibilities
- Adhere to and deliver on Center Parc’s core values.
- Monitor debit and credit card activity, fraud alerts, and exception reports to identify potentially unauthorized transactions and prioritize cases by risk and urgency.
- Investigate suspected card fraud by reviewing transaction history, authorization details, member account activity, and supporting records.
- Contact members through approved channels to verify suspicious activity, gather information, and explain protective actions while following identity-verification procedures.
- Restrict or block compromised cards, coordinate replacement cards, and address fraudulent digital wallet activity within established authority; escalate exceptions as needed.
- Maintain complete and accurate case records, including evidence, member communications, findings, actions taken, and resolution.
- Coordinate with Card Services, branch staff, the contact center, Risk, Compliance, and other internal partners to resolve fraud issues and escalate complex or high-risk cases.
- Support affected members, communicate case status and required information, and explain safe card use and fraud-prevention practices.
- Review and process debit and credit card fraud claims and disputes, gather documentation, and track cases through resolution.
- Prepare and submit chargebacks and supporting responses within card network deadlines, evaluate recovery opportunities, and escalate complex disputes.
- Process or coordinate authorized provisional credits, final credits, and related account adjustments; track member notices and dispute-resolution deadlines.
- Analyze card fraud patterns and potential common points of compromise to identify emerging threats, affected cards, and opportunities to reduce losses and repeat incidents.
- Prepare reports on fraud activity, losses, recoveries, case aging, and alert outcomes to support management evaluation of controls, workload, and member impact.
- Follow Regulation E and Regulation Z, card network rules, information-security standards, and Credit Union procedures; refer questions to Compliance or management.
- Maintain current knowledge of card products, payment processes, fraud schemes, and investigation tools; complete required training and share relevant updates.
- Recommend improvements to fraud-monitoring rules, alert handling, and case workflows; support approved testing and evaluate the effects of changes.
- Support case quality reviews, audits, and reconciliation of assigned fraud-related entries; identify documentation or control gaps and recommend procedure and training updates.
- Comply with BSA/AML and OFAC regulations as they relate to the position.
- Perform other duties as assigned.
Benefits
- Medical coverage with generous company contributions
- Dental coverage, employee-only coverage paid by the company
- Vision coverage, employee-only coverage paid by the company
- Paid time off
- 401(k) plan with a defined company match
- Company-paid long-term disability
- Short-term disability
- Company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
