MEMBER DISPUTE RESOLUTION SPECIALIST

About the role

Join Our Team! At Greater Nevada Credit Union, a division of America First, we are committed to making a meaningful difference in the lives of our members, our communities, and one another. Our team takes pride in serving our members while investing in the communities where we live and work. Our collaborative culture encourages innovation, professional growth, and a shared commitment to delivering exceptional member experiences.

• Make a meaningful difference in the lives of our members and communities
• Be part of a collaborative and supportive team
• Grow your career through learning and development opportunities
• Work for an organization committed to helping people and communities thrive

About The Position The Member Dispute Resolution Specialist is responsible for guiding members through the process of filing transactional disputes and other fraud related inquiries. File appropriate bond claims for reimbursement and review of industry alerts for potential breach activity. This role is also responsible for staying informed of possible fraud trends and collaborating with Marketing and Member Services to communicate with members and staff as needed.

The Member Dispute Resolution Specialist position can be located at Greater Nevada Credit Union's Eagle Station or Reno Operations Center location. Located in an idyllic small community in beautiful Northern Nevada.

Responsibilities

• Process, investigate, and monitor member disputes from initiation through resolution, ensuring compliance with company policies, regulatory requirements, and service-level agreements while providing timely updates and maintaining accurate documentation.
• Proactively assess fraud trends in the industry and develop appropriate communications for the membership and staff.
• Assist members reporting fraud, non-fraud, or potentially fraudulent activity through secure messaging, email, and phone communications, providing high-quality service, recommending appropriate next steps, and guiding them through required documentation and resolution processes.
• Conduct comprehensive fraud monitoring by reviewing CAM alerts, reporting account breaches and unusual card activity, analyzing transaction patterns, verifying suspicious activity, implementing appropriate account security measures, and documenting findings to prevent financial losses.
• Follow up with external agencies and internal staff (i.e., law enforcement, shared branching, Marketing) as needed for collaboration.
• Track and report on statistics of members assisted and fraud trends.
• Identify abnormal data patterns and provide timely insights to support fraud mitigation or chargeback recovery initiatives.
• Review and process Verafin alerts related to various types of fraud activity, including investigating cases and preparing Suspicious Activity Reports (SARs) when appropriate.
• Escalate fraud-related incidents to law enforcement agencies as necessary, including the preparation and filing of police reports and supporting documentation.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum of 1-3 years of experience in banking, credit union operations, fraud prevention, dispute resolution, risk management, or a related financial services role.
• Strong verbal and written communication skills, with the ability to effectively assist members through phone, email, and secure messaging channels required.
• Strong analytical and reporting skills, including trend identification and data interpretation.
• Fraud or Card Disputes and Financial Institution Experience preferred
• Proficient in Microsoft Office Suite, especially Excel and Outlook.
• Ability to work in a fast-paced, deadline-driven environment.
• Demonstrated ability to handle sensitive member financial information with confidentiality and professionalism.

Skills & Competencies

• Excellent communication skills
• Optimizes work processes
• Strategic mindset
• Manages conflict
• Cultivates innovation