Fraud Investigator - Consumer Servicing, Bankcard Fraud

About the role

Built on a foundation of trust, our mission is to help people find financial safety and success, support businesses, and ensure the security of your money. Our culture is built around our people, fostering growth, connection, and a supportive environment where you can thrive.

Responsibilities

• Perform intermediate related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards
• Establish and review fraud/dispute cases of moderate complexity while ensuring productivity and quality expectations are met
• Monitor account activity and place outbound calls when appropriate
• Process card maintenance duties, including: address changes, credit bureau updates, expiration dates, building CHR’s
• Research if card or account is not working properly, such as declined authorizations
• Process multiple application credit card functionality maintenance, including: visa 911 requests, authorization approvals, travel notifications and provisioning for token authorization when needed
• Report activity to card associations as needed
• Provide departmental reports to management
• Absorb and document department procedures
• Absorb and train team members
• Review and confirm validity of customer documents through research
• Provide assistance with investigating cases
• Exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• Extract necessary information to thoroughly investigate a case
• Maintain professionalism with customers during difficult situations
• Maintain a high degree of confidentiality
• Manage multiple priorities with strong attention to detail
• Show initiative to take on additional job responsibilities
• Ask questions, offer solutions, and retain and apply information to future situations
• Be proactive and agile, working collaboratively with others
• Communicate effectively, both verbally and in writing
• Remain adaptable and resilient to all situations with an optimistic outlook

Requirements

• Intermediate knowledge of the fraud industry, including best practices
• Basic understanding of regulations such as Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• The ability to show initiative to take on additional job responsibilities
• The ability to be proactive and ask questions, offer solutions, and retain and apply information to future situations
• The ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• The ability to maintain professionalism with customers during difficult situations
• The ability to extract necessary information to be able to thoroughly investigate a case
• The ability to maintain a high degree of confidentiality
• The ability to manage multiple priorities with strong attention to detail
• The ability to be inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills

Qualifications

• Associate’s degree in Business Administration or related field or equivalent experience required
• 2+ years general investigative or related experience required

Skills

• Intermediate knowledge of the fraud industry, including best practices
• Basic understanding of regulations such as Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• The ability to show initiative to take on additional job responsibilities
• The ability to be proactive and ask questions, offer solutions, and retain and apply information to future situations
• The ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• The ability to maintain professionalism with customers during difficult situations
• The ability to extract necessary information to be able to thoroughly investigate a case
• The ability to maintain a high degree of confidentiality
• The ability to manage multiple priorities with strong attention to detail
• The ability to be inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills

Benefits

• Employer-sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation
• Paid personal time
• Career development
• Education assistance
• Voluntary supplemental benefits

Pay

Hourly: $23.80 - $27.65 (Amount based on relevant experience, skills, and competencies.)

Schedule

Full-time