PRINCIPAL ACCOUNTABILITIES and FUNCTIONS:

1. Responsible for timely processing, investigation and resolution for Debit Cards and Returned Deposit Items/Checks (RDIs):Debit Cards

1. Processes fraud claims and disputes by ensuring proper classification, timely submission, and claim credibility and initiates provisional credit and/or reversal. These actions must be performed accurately and within regulatory timeframes.
2. Responds to FICO alerts by analyzing account history, contacting member to corroborate and/or initiating appropriate actions to mitigate losses.

• Responds to debit card compromise alerts by reviewing and initiating appropriate action to minimize member impact and loss exposure to Tower.

1. RDIs: Return deposit items that overdrawn accounts and other check fraud

1. Sends letters, restricts accounts and places memos on accounts.

1. Negotiates payment arrangements and/or contacts other financial institutions for reimbursement.

• Monitors payment arrangements.

1. Screens Tower accounts for suspicious activity based on subpoenas, law enforcement contact, other financial institutions, regional roundtables, etc.

1. Initiates appropriate actions to minimize exposure to loss at Tower (restrict account; add to high risk listings, etc.)
2. Reviews records in Branch Suite, OnBase, Meridian Link, etc. to determine whether fraud occurred and whether action is needed to protect Tower.
3. Refers to appropriate member of the department for additional investigation, reporting, etc.
1. Responsible for timely processing of counterfeit currency.
2. Prepares Currency Transaction Reports (CTRs) for filing, including use of current forms, accurate completion of all data fields, meeting timing deadlines, retention of records and compliance with regulatory requirements.

1. Processes the 314a list and evaluates possible matches to the 314a lists presented by Verafin in compliance with regulatory requirements, including meeting timing deadlines and record retention.

1. Represents Tower in court as a witness on routine cases.

1. Responsible for timely review of mail/email/document queues for Fraud Department. Ensures documents are directed to proper investigator in timely manner.

1. Performs related duties and assists with investigations as needed.

REQUIRED QUALIFICATIONS

• Possession of a High School Diploma or high school graduation equivalency certificate.
• Two to four years of successful experience that demonstrates the ability to interact directly with customers with tact, sensitivity, respect and confidence.
• Experience to include one year financial institution experience in collections, chargebacks, customer service and/or investigating/analyzing account activity.
• Demonstrated knowledge of State and Federal laws relating to check processing (UCC, Regulation CC, Check 21), rules and regulations pertaining to chargebacks, arbitration and compliance (MasterCard Worldwide rules, Regulation E and Regulation Z), or the ability to acquire this knowledge within six months.
• Or, an equivalent combination of education and experience.

COMPETENCIES:

• Ability to apply basic accounting rules and procedures
• Proficiency in the use of Standard Microsoft Office applications including Word, Excel at time of hire.
• Ability to operate a 10 key calculator.
• Attention to detail.
• Ability to add, subtract, multiply and divide.
• Ability to reconcile and balance transaction records.
• Ability to communicate effectively verbally and in writing.
• Ability to read and comprehend basic instructions, correspondence and memos.
• Ability to write correspondence, memos and routine reports.
• Ability to effectively exchange information in one-on-one situations with members or employees and determine appropriate course of action to take.
• Ability to define problems, collect data from several different processing applications and reports, establish facts and draw valid conclusions and take appropriate action.
• Ability to prioritize job assignments and meet established deadlines.
• Ability to take and follow written and oral instructions and complete the work required with minimal supervision.
• Ability to work effectively under high stress levels.
• Ability to arrive at work routinely and promptly.
• Must be able to multi-task between various job duties.
• Ability to maintain sensitive and confidential information and safeguard records.
• Ability to represent oneself and the organization positively and professionally to outside groups and members.
• Ability to respond to standard inquiries and complaints in a timely fashion.
• Ability to effectively and professionally work with colleagues and supervisors.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC. 

WORKING CONDITIONS:

• Must be able and willing to maintain sensitive and confidential information and equipment.
• Full-time: Core schedule may vary based on the business needs as defined by the Manager.
• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift coin bags up to 50 pounds with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

TFO security