Member Care Fraud Specialist

Nature and Scope

This position reports directly to the Member Care Fraud Supervisor. The Fraud Specialist will serve as the initial point of contact to assist with inbound member inquiries in a call center environment, as well as team member inquiries. The Fraud Support Team will collaborate closely with fraud, compliance, retail banking, and operations teams to address fraud-related member inquiries. Responsibilities include opening fraud cases within Verafin, reviewing alerts, and escalating concerns to management as needed. Some investigative tasks may involve gathering documentation, supporting regulatory compliance efforts, and communicating with members or internal teams. The role requires attention to detail, good judgment, and the ability to work both independently and collaboratively with other departments.

Specific Accountabilities

• Review financial transactions and account activity to help identify unusual or potentially fraudulent behavior.
• Maintain discretion and confidentiality when handling sensitive information.
• Stay informed of common fraud schemes and trends through internal training or shared resources.
• Review member accounts for fraud or prevention of fraud using software such as Visa Risk Manager, Visa Data Manager, Visa DPS CATS, Verafin, or LuminServe, acting as an expert for card-based fraud in accordance with department and organizational standards, policies, guidelines, regulations, and controls.
• Complete the initial intake and processing of fraud and dispute cases, from initial reporting to resolution, including documenting, tracking progress, and ensuring appropriate follow-up guidelines are provided.
• Collaborate with internal departments (e.g., Card Services, Deposit Operations, IT Security) to coordinate fraud investigations and recovery efforts.
• Take appropriate action on compromised accounts, including placing holds, closing accounts, or initiating new accounts as necessary.

Requirements

• Excellent telephone and written communication skills.
• Ability to handle multiple tasks and work in a fast-paced team environment.
• General computer knowledge.
• Skill in diffusing irate members while asking probing questions.
• Strong problem-solving skills.
• Understanding of credit union products, services, and promotions.
• Personal integrity and reliability.
• Ability to adapt to non-traditional work schedules/hours.
• Awareness of fraud trends, prevention strategies, and recovery processes.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work independently and collaboratively within a team and across departments.
• Familiarity with compliance standards and regulatory reporting requirements (e.g., SARs).

Education And Experience

• High school diploma or equivalent.
• Past experience in a Credit Union Call Center preferred.
• Familiarity with fraud prevention techniques.
• Strong background in customer service or member relations, with the ability to handle sensitive situations professionally.
• Broad knowledge of DNA-core system preferred.