Investigator I, Fraud Claim Investigations

CardWorks • Orlando, FL

2d

About The Position

CardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, CardWorks Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer. CardWorks Servicing, LLC provides end- to- end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

An Investigator on the Fraud Claims Investigations team researches and examines fraud or abuse related to account holder information for our clients. In this role, primary responsibilities will include working and investigating card fraud cases, triaging cases, and identifying card fraud cases for investigatory follow-up. Work card fraud cases through the lifecycle of the case to maximize outcome for cardholder and client. This may involve direct communication with merchant and cardholder as part of the investigation and as such proper communication and demeanor skills are critical.

Requirements

• High School or its equivalent education required
• Two (2)+ years’ prior relevant card and/or card fraud experience in bank operations environment, and related customer service experience preferred
• Prior experience with card case management software preferred
• Previous experience with First Data systems is a plus
• Flexible and willing to work at a rapid pace within strict time frames including nights and weekends
• Strong working knowledge of card processes, including disputes, chargeback and card investigations.
• High degree of accuracy (data entry, communication, assessments) and attention to detail in all aspects of job functions
• Previous experience utilizing computer applications, analyzing information, investigating/researching accounts, as needed, and making logical decisions, strongly preferred.
• Proficient in Microsoft Office Suite – Excel, Word, Outlook
• Meets established unit standards for quantity, quality and monitoring to achieve department and individual goals
• Excellent written and verbal communication skills

Responsibilities

• Works cases accurately, comprehensively, and timely to case completion
• Receives inbound calls from cardholders claiming unauthorized transactions
• Conducts outbound calls to merchants and/or cardholders to complete reasonable investigation within regulatory timeframes
• Assesses incoming card fraud cases to determine impact to client and cardholder, prioritizing those cases that have particular monetary or reputational impact, and taking action to ensure those cases are worked accurately, comprehensively, and timely so that no opportunities are missed
• Logs, investigates, updates, and maintain card cases accurately in case management platform.
• Processes account maintenance, including placing flags and holds on accounts and cards to minimize loss exposure to the client
• Takes action to ensure that regulatory (Reg E and Z and any other applicable Regulation) and compliance requirements are met with respect to the card case, and remediating immediately if they are not being met
• Performs investigations on card cases categorized as fraud, accessing necessary information and platforms to bring investigation to a resolution.
• Communicates with internal team members, members, and/or vendors via phone, email, and in-person to obtain additional investigation information working to maintain account holder privacy and data integrity while avoiding 3rd party disclosure.
• Performs/originates chargebacks on POS/ATM PIN cases to ensure recovery and minimize loss to clients according to the facts of the case.
• Works with merchants to ensure all recovery efforts are sustained for chargeback, merchant credit
• Maintains thorough and current knowledge of all applicable federal, state, and local regulations (including but not limited to all FCRA requirements, FDIC Red Flag Guidelines) as well as internal policies and procedures and client’s requirements
• Makes sound decisions and takes appropriate actions in the best interest of our clients and/or customers
• Performs other job duties as assigned

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED