Job Details
Job Description Summary
Processes a variety of credit and debit card fraud claims while maintaining the confidence of the member; accurately and efficiently documents and processes claims and charge-backs to protect the Credit Union from loss and exposure; interacts with members to assist with transaction disputes.
Job Description
Essential Duties and Responsibilities
- Documents and processes charge-backs on fraud transactions, including but not limited to; verifying for accuracy and completeness, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.
- Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to charge-backs and fraud disputes.
- Handles member questions and complaints regarding fraud activity through phone calls, correspondence and follow-up; utilizes knowledge of Credit Union products and services to provide solutions to members concerns and problems; follows through to ensure member satisfaction.
- Maintains records of all work performed. Look for ways to streamline chargeback processes, and recommend process improvement to Management.
- Stays abreast of all plastic card industry codes and standards, VISA regulations, as well as all applicable Local, State, Federal and NCUA laws and regulations.
Company Wide Expectations
- Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
- Delivers friendly, caring service to internal and external members.
- Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
- Follow all physical and online security procedures and maintain strict confidentiality of all member information.
- Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
- Works scheduled hours and maintains punctuality.
- Performs other related duties as assigned or requested.
EDUCATION/EXPERIENCE
Minimum Qualifications
To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.
Education Requirement
High School Diploma or GED - Required
Experience Requirement
2 Years - Financial Services Industry Experience - Required
Experience in card and/or fraud investigations - Required
SKILLS/ABILITIES
- Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
- Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
- Utilize knowledge and experience in performing job functions.
- Use logic, reasoning and mathematical skills to solve practical problems and make sound decisions.
- Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
- Use correct English including spelling, grammar and punctuation.
- Operate computers and use business software and other standard office equipment.
- Understand and follow written and oral instructions.
- Set priorities and manage one's own time effectively. Efficiently handles changing deadlines and multiple concurrent tasks.
PHYSICAL DEMANDS
Physical Demands Disclaimer
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
- Intermittent standing, sitting, walking, bending and climbing.
- Using hands repetitively to handle, feel or operate computers and other standard office equipment.
- Reaching with hands and arms.
- Intermittent lifting and carrying up to 25 pounds.
WORK ENVIRONMENT
Work Environment Disclaimer
An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;
Work Environment
Works in general office environment in a financial services facility.
Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.
We are proud to be a Drug-Free and Tobacco Free Workplace.