Enterprise Fraud - Card Investigations Representative (Full-Time)

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, we are guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

About the role

You are a detail-oriented and member-focused Fraud & Disputes Specialist who thrives in a fast-paced environment. You leverage strong analytical, investigative, and problem-solving skills to identify fraudulent activity, resolve card and payment disputes, protect member accounts, and support recovery efforts. With a deep understanding of Visa, Mastercard, Regulation E/Z requirements, and fraud prevention practices, you communicate effectively with members, merchants, and business partners while maintaining regulatory compliance, safeguarding credit union assets, and delivering an exceptional member experience.

Responsibilities

• Ensure all processing procedures related to card fraud and nonfraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.
• Investigate, respond, and resolve all card fraud and nonfraud dispute claims and matters.
• Research and review documents for submission of fraud and nonfraud dispute claims.
• Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary.
• Report and escalate any potential issues that may affect credit union assets or member satisfaction, including resolving Branch/Department/MSCC phone calls and emails in a timely manner.
• Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities.
• Collect, evaluate, and document all evidence obtained during an investigation for recovery.
• Provide relevant documentation needed to support chargebacks according to Visa, Mastercard, and alternative network rules.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Comply with all established internal audit, security, and credit union rules, regulations, and departmental procedures.
• Stay informed of updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.
• Perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by VISA, Mastercard, and other alternative network rules.
• Facilitate the fraud reporting process, ensuring the applicable fraud type is reported to the associated network.
• Initiate preventative actions such as Stop Payments, restrictions, and reissuance of new cards.
• Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious, or questionable activity to Fraud Prevention.
• Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics to initiate preventative rules and actions.
• Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines.
• Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions.
• Assist with occasional research regarding member complaints and inquiries.
• Follow up and respond to merchant rebuttals and process the exception and acceptance queues.
• Balance and reconcile member accounts and general ledger outages related to claim adjustments.
• Perform additional duties as necessary to maintain daily operations.

Requirements

• High School Diploma or General Education Degree (GED).
• 2+ years of relevant experience.

Benefits

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed to a total rewards philosophy built on:

• A comprehensive compensation package.
• Well-being and work-life balance.
• Career development and growth.
• Rewards and recognition.
• A commitment to Diversity, Equity, and Inclusion.

We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Pay

$23.09 - $25.00 hourly