Fraud Prevention and Member Support Specialist

Are you someone who is patient and detail oriented? Do you enjoy resolving fraud-issues for our members? Can you provide high-level service and support to our employees? 

If so, GCEFCU is looking for a Fraud Prevention and Member Support Specialist to join the team!

This position will be located at our Mortgage and Insurance building. 

The schedule for this position is M-F 8:00am-5:00pm, with one day a week being 9:00am- 6:00pm.

Essential Functions & Responsibilities: 

Fraud Prevention and Investigation

• Process and monitor chargebacks and fraud claims in accordance with VISA regulations and credit union policies, including blocking cards, maintaining documentation, and issuing provisional credits.
• Conduct  thorough investigations into suspected fraudulent activities, such as identity theft, payment fraud, and account takeovers.
• Monitor VISA watch lists for fraud, update fraud systems with current country codes and statuses, and contact members and merchants as needed.
• Utilize fraud detection tools to assess transactions for signs of fraud and remain updated on industry trends, regulations, and best practices. 
• Prevent unnecessary losses by reviewing daily reports, identifying suspicious activities, and escalating to the BSA Officer and Manager when necessary.

Card Services and Member Assistance

• Order debit and credit cards as needed and process travel exemption requests. 
• Review reports to make decisions regarding card reissuance, non-activation, and suspicious activity. 
• Respond professionally to member inquiries regarding card issues, statements, and disputes, and work with Velera and VISA to resolve.

Regulatory Compliance

• Ensure compliance with the Bank Secrecy Act (BSA), NCUA regulations, and credit  union policies.
• Identify reportable transactions under the BSA, obtain required information, and report accordingly.  

Collaboration and Training

• Collaborate with various departments to develop and implement strategies for fraud mitigation. 
• Train staff on card issues, fraud trends, and operational procedures, and provide cross-training to support critical functions.
• Participate in educational opportunities and complete required training by deadlines.  

Administrative and Reporting Duties 

• Process address changes, return mail, and inactive accounts monthly.
• Organize and scan important documents, such as DBAs, death certificates, and powers of attorney. 
• Generate and send monthly reports to management, highlighting fraud trends and operational updates

General Support

• Provide high-level service and support to credit union employees by assisting with research, error corrections, and inquiries. 
• Perform additional duties as assigned by the department manager to support credit union goals.
   

EOE Disabled/Veteran