POSITION SUMMARY

The Fraud Investigator builds rapport by establishing trusting relationships and providing consistent, high-quality service to members and team members. Understands investigative techniques. Documents detailed case information. Maintains consistent communication with management regarding all potential problems, irregularities, new developments, changes, and other relevant information. Acts with integrity in documenting and decisioning cases to maintain compliance with all credit union policies and procedures, and understands and remains current on knowledge of potential fraud trends, including MasterCard, ATM, Debit Card, Credit Card, ACH, Check, Wire, and applicable regulations. Ensures all Credit Union member information and transactions are kept confidential.
Handles fraud and physical security investigations; advises members during investigative steps and educates on protection measures, collaborates with other team members to ensure prompt resolutions, documents gaps in anti-fraud measures, recommends corrective action to controls/process/procedures, and maintains chain of custody for fraud cases. Utilizes positive interactions and negotiation skills to obtain and evaluate relevant financial information needed to determine the member’s financial situation and identify possible solutions.
Assembles necessary documents to file cases with law enforcement when necessary. Ensures member understands the dispute process and communicates the process in an effective and timely manner. Analyzes reports for fraud trends. Provide monthly, quarterly, and annual synopses of key performance indicators through tracking and reporting. Effectively train Team 3 to focus on processes, procedures, and trends.

KNOWLEDGE REQUIREMENTS

• Working knowledge of MasterCard Regulations.
• Working knowledge of data processing systems utilized in the collections area, including Fiserv (credit cards), Microsoft Excel, and Microsoft Word.
• Working knowledge of rules and regulations regarding recovery and fraud investigations.
• Exercises judgment within defined practices and policies.
• Selects the appropriate methods and techniques for resolving problems.
• Ability to be responsive and persuasive at all levels of the organization.
• Ability to identify and coordinate the resolution of problems and inaccuracies.
• Ability to analyze workflow and develop procedural modifications
• Exceptional attention to detail
• Strong interpersonal and communication skills
• Excellent oral and written communication skills and problem-solving skills
• Willingness and ability to learn on the job
• Adheres to all federal, state, and credit union regulations and policies.
• Regulation E knowledge

EDUCATION & EXPERIENCE

• High School diploma or equivalent
• College degree or equivalent experience preferred
• Security certifications preferred, such as CFE, CFCI, ASIS certs (PCI, PSP, CPP, APP)
• 3-5 years of investigations and anti-fraud experience preferred

Please refer the Job description for details