Fraud Analyst

About the role

This position focuses on card dispute and fraud claims, including assisting members with fraud/dispute questions, investigating initial claims, processing chargebacks, and finalizing claims. The role serves as a backup for handling non-card fraud issues.

Work Type

Full-time, on-site at our Larpenteur Administrative office in Falcon Heights, MN. Schedule includes 8-hour shifts on weekdays and rotating Saturdays.

Duties and Responsibilities

• Utilize available technology and systems to mitigate financial loss to the credit union
• Monitor, review, and investigate daily, weekly, monthly alerts and reports through dedicated software and systems
• Exercise quick and efficient decision-making when reviewing suspected fraud to limit further potential loss
• Perform general account maintenance functions pertaining to confirmed fraud, such as closing accounts, placing holds, terminating services, etc.
• Identify fraud patterns, compromises, and breaches through certain areas/channels
• Analyze case details to determine methodology of each fraud scheme to identify gaps
• Create and maintain cases in Insight, Verafin, and other applicable systems to better track, manage, and prevent fraud loss
• Review and process spreadsheets to maintain accurate data and reporting
• Connect with applicable law enforcement when filing police reports pertaining to fraud accounts/losses
• Review Mobile Deposit Capture items that have been flagged as suspicious and take appropriate action
• Prepare bond claims and/or restitution claims on fraudulent losses
• Follow all applicable regulations and policies pertaining to the above
• Provide exceptional internal and external member service on fraud-related issues or concerns
• Professionally handle incoming calls, emails, and assist as needed
• Communicate status and provide input on identified trends regarding fraud with Director Fraud Operations & Disputes
• Follow and maintain security policies, internal controls, and procedures to protect the employees, members, and assets of the Credit Union
• Process Card dispute and fraud claims
• Prepare fraud claim packets
• Review, analyze, and record card fraud activity
• Process account credits and chargebacks
• Review and process spreadsheets
• Follow up on case files
• Use problem-solving skills and good judgment to answer questions, address concerns, and solve problems for members concerning card and fraud situations
• Follow all applicable regulations and policies pertaining to the above
• Provide assistance to other areas departments pertaining to the handling of fraudulent activity/transactions
• Process transactions as needed
• Provide guidance/assistance as needed

Experience/Education/Certifications/Licenses

• Minimum High School degree or GED
• Minimum 1–2 years direct experience investigating credit card fraud or handling card disputes/chargebacks in a financial services environment
• Demonstrated Knowledge:
• Effective time management skills
• Ability to problem solve, make decisions, and exercise good judgement
• Ability to organize multiple tasks and maintain a courteous demeanor in a busy, high-stress work environment
• Knowledge of professional telephone etiquette, business grammar and correspondence
• Possess good critical thinking skills
• Ability to respond and adapt to changing environments and meet tight deadlines
• Knowledge of basic arithmetic
• Skill in using a personal computer, web browser, and Microsoft office products
• Skill of typing and the ability to use a computer keyboard and calculator; ability to learn to use various office equipment
• Ability to maintain confidentiality via phone, fax, and email

Communication Skills

• Ability to proactively respond to members/associates to problem solve based on guidelines; written communications are based on templates but can be modified.

Physical Requirements

• Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs.

Benefits

• Low-cost medical (as low as $20 a paycheck)
• Dental insurance
• Vision insurance
• Quarterly bonuses
• Generous vacation and sick time hours
• Paid leave options
• Up to 6% 401k contribution
• Tuition reimbursement

Pay

$25.20-$29.50/hour