What are the responsibilities and job description for the Fraud Specialist position at Together Credit Union?
Job Title: Fraud Specialist
Reports To: Fraud Manager
Positions Supervised: NA
FLSA Status: Non-Exempt
This is a hybrid role based out of St. Louis, Missouri.
Job Summary
The Fraud Specialist is responsible for investigating fraud claims and disputes while actively monitoring accounts for potential fraudulent activity. This role analyzes fraud trends, identifies risk patterns, and supports fraud prevention efforts across the organization. The Fraud Specialist also manages dispute processes and contributes to the development and implementation of strategies designed to reduce fraud losses and protect customers and the organization.
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks other than those specifically stated in this description.
- Review and process credit/debit card chargeback claims under Reg E & Reg Z, card network rules, and internal policy
- Communicate with members about documentation, case status, and outcomes
- Interviews and counsels’ members via telephone, as needed
- Monitor card activity for suspicious transactions and manage disputes within required timeframes
- Assists in the investigation of cases of fraud involving the use of electronic/cyber systems, debit and credit cards, wires, new accounts, account abuse, check forgery, elder abuse, suspected money laundering, check kiting, ACH, identity theft, and any other fraud that may impact members
- Research member information using internal systems and third party tools
- Escalate high risk or complex cases when needed
- Reviews various fraud prevention reports to monitor unconventional member account behavior and changes member access status through the debit card and ATM networks, online access, and account restrictions as necessary
- Partner with internal team members to resolve fraud-related inquiries
- Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High school diploma or equivalent
- 1 years of credit union or banking experience or related field
- 1 year of customer service experience, preferably in financial services
Knowledge, Skills, and Abilities (KSAs)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Strong analytical skills to assess fraud trends and rule effectiveness
- Clear written and verbal communication
- Ability to multitask, prioritize work and meet deadlines in a fast-paced environment
- Basic computer proficiency. Microsoft Word, Excel
- Knowledge of applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies and procedures
- Ability to develop trust-based relationships with branches, members, and internal partners.
- Ability to demonstrate judgment and discretion within the framework of all applicable regulations and policies
- Ability to professionally handle confidential and sensitive information, natural tendency towards discretion
- Ability to perform duties under minimal supervision and actively engage with supervisor and related departments within the Credit Union to resolve potentially complicated issues
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Flexible remote or hybrid (combination of remote & onsite) work environment; requires regular use of online tools, systems, and collaboration platforms
- General office setting when working onsite
- Occasional travel to branch locations, vendor sites, or other business-related locations
- Attendance at offsite meetings, events, or conferences as needed
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary position for up to 8 hours per day
- Ability to occasionally carry light materials (e.g., laptop, presentation materials)