Dispute & Fraud Services Specialist

Travis Credit Union•Vacaville, CA

4d•$23 - $34•Hybrid

About The Position

Travis Credit Union’s (TCU) Dispute & Fraud Services team plays a critical role in supporting the organization’s end-to-end fraud prevention and dispute resolution efforts. This specialist position is responsible for identifying, investigating, and resolving fraudulent activity across various payment channels, including debit and credit cards, ACH, wire transfers, checks, and digital wallets—while ensuring compliance with applicable regulations and contributing to a seamless member experience. The role involves managing the intake, investigation, and resolution of member disputes across all products and payment types, with a focus on fair outcomes and regulatory adherence. The individual will collaborate closely with internal teams, contribute to process improvements, and support data analysis and technology initiatives that enhance fraud detection and recovery. A strong commitment to empathetic member support, attention to detail, and proactive risk analysis and mitigation is essential. This position may also assist in preparing documentation for audits and regulatory examinations and is expected to stay current on industry trends and compliance requirements.

Requirements

Associate Disputes & Fraud Specialist – Grade 9
Reports directly to the Manager, Dispute & Fraud Services
Normally receives general instructions on routine work, and detailed instructions on new assignments.
Bachelor's degree in Criminal Justice, Accounting or Finance, Business, or Cybersecurity and a minimum of 1 year experience in financial services, preferably in fraud operations or disputes; or equivalent related work experience.
Basic understanding of payment channels and fraud terminology.
Dispute & Fraud Services Specialist – Grade 11
Reports directly to the Manager, Dispute & Fraud Services
Self-starter and ability to work independently with periodic guidance.
Bachelor’s degree in Criminal Justice, Accounting or Finance, Business, or Cybersecurity and a minimum of 2 years of related financial services experience preferably in fraud prevention, investigations, or dispute management; or a Master’s degree without experience; or equivalent related work experience.
Proficient in fraud management systems and digital payment platforms.

Nice To Haves

Strong understanding of digital payment platforms (e.g., Zelle, Venmo, Apple Pay) and emerging fraud trends, scams, and risk mitigation techniques.
Proficient in Microsoft Office, core credit union systems, and fraud/dispute management platforms.
Demonstrates excellent analytical, problem-solving, and project management skills, with the ability to research issues, lead initiatives, and support compliance-related training.
Skilled in written and verbal communication, with attention to detail and a commitment to producing high-quality work.
Capable of prioritizing tasks, managing time effectively, and driving process improvements for operational efficiency.
Bilingual (Spanish/English) preferred but not required

Responsibilities

Monitors and analyzes transaction activity across multiple payment channels—including debit/credit cards, ACH, wire transfers, checks, and digital wallets—to detect and investigate potential fraud and abuse.
Conducts thorough investigations of suspected fraud and member disputes, gathering documentation, applying regulatory knowledge (Reg E, Reg Z, NACHA, UCC, card network rules), and ensuring fair, compliant resolutions.
Supports fraud detection systems and tools, manages fraud alerts, and processes chargebacks, restitution payments, and returned deposit checks.
Assists members impacted by compromised accounts or identity theft, taking appropriate actions such as account closures, service restrictions, and reporting to ChexSystems or e-Funds.
Supports recovery efforts by preparing documentation and following established procedures.
Performs risk analysis and implements loss prevention measures, including account reassignments, flags, and restrictions to safeguard member assets.
Collaborates with internal teams on investigations, and prepares documentation for audits, and regulatory examinations.
Identifies process improvement opportunities to enhance fraud detection, dispute resolution efficiency, and member experience.
Communicates professionally and empathetically with members throughout investigations and may assist with escalated or sensitive cases in coordination with senior staff.
Assists in preparing reports on fraud trends, losses, recoveries, and operational performance for internal review.
Utilizes and supports the maintenance of fraud detection systems and tools to enhance investigative capabilities.
Adheres to internal policies and external regulations while maintaining accurate records and documentation.