MEMBER DISPUTE RESOLUTION SPECIALIST

GREATER NEVADA • Reno, NV

8d • $20 - $28 • Onsite

About The Position

The Member Dispute Resolution Specialist is responsible for guiding members through the process of filing transactional disputes and other fraud related inquiries. File appropriate bond claims for reimbursement and review of industry alerts for potential breach activity. This role is also responsible for staying informed of possible fraud trends and collaborating with Marketing and Member Services to communicate with members and staff as needed.

Requirements

• High school diploma or equivalent required
• Minimum of 1-3 years of experience in banking, credit union operations, fraud prevention, dispute resolution, risk management, or a related financial services role.
• Strong verbal and written communication skills, with the ability to effectively assist members through phone, email, and secure messaging channels required.
• Strong analytical and reporting skills, including trend identification and data interpretation.
• Proficient in Microsoft Office Suite, especially Excel and Outlook.
• Ability to work in a fast-paced, deadline-driven environment.
• Demonstrated ability to handle sensitive member financial information with confidentiality and professionalism.

Nice To Haves

• associate's or bachelor's degree preferred
• Fraud or Card Disputes and Financial Institution Experience preferred

Responsibilities

• Process, investigate, and monitor member disputes from initiation through resolution, ensuring compliance with company policies, regulatory requirements, and service-level agreements while providing timely updates and maintaining accurate documentation.
• Proactively assess fraud trends in the industry and develop appropriate communications for the membership and staff.
• Assist members reporting fraud, non-fraud, or potentially fraudulent activity through secure messaging, email, and phone communications, providing high-quality service, recommending appropriate next steps, and guiding them through required documentation and resolution processes.
• Conduct comprehensive fraud monitoring by reviewing CAM alerts, reporting account breaches and unusual card activity, analyzing transaction patterns, verifying suspicious activity, implementing appropriate account security measures, and documenting findings to prevent financial losses.
• Follow up with external agencies and internal staff (i.e., law enforcement, shared branching, Marketing) as needed for collaboration.
• Track and report on statistics of members assisted and fraud trends.
• Identify abnormal data patterns and provide timely insights to support fraud mitigation or chargeback recovery initiatives.
• Review and process Verafin alerts related to various types of fraud activity, including investigating cases and preparing Suspicious Activity Reports (SARs) when appropriate.
• Escalate fraud-related incidents to law enforcement agencies as necessary, including the preparation and filing of police reports and supporting documentation.

Benefits

• Medical, dental, and vision plans, where we cover 90% of employee costs and about 75% of the costs for their dependents
• Health Savings Account contributions
• Supplemental insurance and life insurance plans
• Paid time off, including vacation and sick time, 12 annual paid holidays, 2 floating holidays, 1 floating wellness day and sabbatical leave after every seven years of employment
• Paid time to volunteer and make a contribution to the community
• Employee product and service discounts

What This Job Offers

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