Member Care Fraud Specialist

Description

At Allegacy, there’s a common thread that runs through all of us. It is our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together.

Nature and Scope

This position reports directly to the Member Care Fraud Supervisor. The Fraud Specialist will be the initial point of contact to assist with inbound member inquiries in a call center environment, as well as team member inquiries. The Fraud Support Team will work closely with fraud, compliance, retail banking and operations to assist with fraud-related member inquiries. This role involves opening fraud cases within Verafin, reviewing alerts, and escalating concerns to management as needed. Some investigative tasks may include gathering documentation, supporting regulatory compliance efforts, and communicating with members or internal teams. The position requires attention to detail, good judgment, and the ability to work both independently and collaboratively with other departments.

Specific Accountabilities

• Review financial transactions and account activity to help identify unusual or potentially fraudulent behavior.
• Ability to handle sensitive information with discretion and confidentiality
• 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.
  
  

Requirements

Knowledge, Skills and Abilities

• 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)
  
  

Education And Experience

• High school diploma or equivalent
• 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