Member Care Fraud Specialist

Allegacy Federal Credit Union • Greensboro, NC

13d • Onsite

About The Position

At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most.

Requirements

• Excellent telephone communication skills
• Excellent communication skills, both written and verbal
• Ability to handle multiple tasks
• Ability to work in a fast-paced team environment
• General computer knowledge
• Ability to diffuse an irate member while asking probing questions
• Problem solving skills
• Understanding of credit union products, services and promotions
• Personal integrity and reliability
• Ability to adapt to non-traditional work schedule/hours
• Awareness of fraud trends, prevention strategies, and recovery processes
• Strong analytical and problem-solving skills with attention to detail
• Strong written and telephone communication skills
• Work independently and collaboratively within a team setting and with all departments across the Credit Union
• Familiarity with compliance standards and regulatory reporting requirements (e.g., SARs)
• Ability to handle sensitive information with discretion and confidentiality

Nice To Haves

• Past experience in a credit union call center preferred
• Familiarity with fraud prevention techniques
• Strong background in customer service or member relations, with the ability to handle sensitive situations professionally
• Broad knowledge of DNA-core system preferred

Responsibilities

• Review financial transactions and account activity to help identify unusual or potentially fraudulent behavior.
• Stay informed of common fraud schemes and trends through internal training or shared resources.
• Review member accounts through analysis for fraud or prevention of fraud by utilizing software such as, Visa Risk Manager, Visa Data Manager, Visa DPS CATS, Verafin, or Lumin
• Serve as an expert for card-based fraud in accordance with department and organization standards, policies, guidelines, regulations and controls.
• Complete the initial intake of processing fraud and dispute cases, from initial reporting to resolution, including documenting, tracking progress and ensuring appropriate follow up guidelines are being provided.
• Collaborate with internal departments (e.g., Card Services, Deposit Operations, IT Security) to coordinate fraud investigations and recovery efforts.
• Take appropriate action on compromised accounts, including placing holds, closing accounts, or initiating new accounts as necessary.
• Open fraud cases within Verafin, review alerts, and escalate concerns to management as needed.
• Gather documentation, support regulatory compliance efforts, and communicate with members or internal teams.

What This Job Offers

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