Member Protection Specialist

Role:
The Member Protections Specialist is responsible for detecting, investigating and preventing fraudulent activities within members' accounts. They analyze financial data, conduct interviews, gather evidence, help secure member's accounts, and prepare detailed reports for management, law enforcement or other agencies as needed. They are the principle contact for Credit Union staff and members for fraud and disputes. The Member Protections Specialist is responsible for handling disputes, fraud claims and monitoring for fraud prevention and trends.

Essential Functions & Responsibilities:

• Manage, track, investigate and respond to member claims of fraud, ID Theft, Elder Abuse and other financial crimes.
• Process credit and debit card disputes within applicable Regulation E timelines.
• Coordinates recovery of losses due to fraudulent activity.
• Maintains up to date knowledge of current fraud trends and assists with the development and presentation of fraud training to employees and members.
• Prepare well documented case files and narratives for investigations.
• Performs other job-related duties as assigned.

Performance Measurements:

• Handles all fraud/scam claims reported by members, questioning of members to gather information, working with law enforcement, issuing of provisional credits when justified, filing of insurance claims as needed.
• Coordinates the completion of any required forms, account changes, or recovery of losses.
• Monitors outstanding requests against timeline requirements for provisional credit or completion of the investigation.
• Creates and maintains records for the credit union, including journals and correspondence.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and Regulation E.
• Ensures that all procedural steps are completed in a timely and accurate manner for all disputes and fraud claims.
• Completes all other tasks, assignments or functions as assigned and/or required.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Knowledge and Skills:
Experience:  One year to three years of similar or related experience.
Education:    (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills    Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills    Good communication skills are essential. The ability to work proficiently with the various Credit Union software platforms is necessary. Such platforms include Episys, Verafin, and Microsoft Office.
Physical Requirements    
Work Environment    Position is eligible to work remotely during business hours per approval from supervisor.
 

Salary : $23 - $34