Enterprise Fraud - Card Investigations Representative (Full-Time)

Job Title: Card Investigations Representative
Status: Non-exempt
Reports to: Supervisor - Card Investigations
Department: Enterprise Fraud
Job Code: 11163
Pay Range: $23.09 - $25.00 Hourly


WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a detail-oriented and member-focused Fraud & Disputes Specialist who thrives in a fast-paced environment. You leverage strong analytical, investigative, and problem-solving skills to identify fraudulent activity, resolve card and payment disputes, protect member accounts, and support recovery efforts. With a deep understanding of Visa, Mastercard, Regulation E/Z requirements, and fraud prevention practices, you communicate effectively with members, merchants, and business partners while maintaining regulatory compliance, safeguarding credit union assets, and delivering an exceptional member experience.

WHAT YOU'LL DO:
• Responsible for ensuring all processing procedures related to card fraud and nonfraud disputes are completed accurately, creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.
• Investigate, respond and resolve all card fraud and nonfraud dispute claims and matters. Research and
• Research and review documents for submission of fraud and nonfraud dispute claims.
• Demonstrate excellent oral and written communications while interacting with VISA, Mastercard, merchants, processors, law enforcement, and members, as necessary. Report and escalate any potential issues.
• Resolve member and branch issues and related service concerns. Report and escalate any potential issues that may affect credit union assets or member satisfaction. This includes resolving Branch/Department/MSCC phone calls and emails in a timely manner.
• Collaborate with and provide relevant information from uncovered fraud accounts to other business units and investigating authorities.
• Collects, evaluates, and documents all evidence obtained during an investigation for recovery. Provide relevant documentation needed to support the chargebacks according to Visa, Mastercard and alternative network rules.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.
• Comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge with updated credit card regulations or procedures through emails, publications, online resources, and procedure changes.
• Perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by VISA, Mastercard and other alternative network rules and regulations. Stay informed of Visa, Mastercard and all alternative networks updates and routine mandates.
• Facilitates fraud reporting process, ensuring the applicable fraud type is reported to associated network.
• Initiate preventative actions such as Stop Payments, restrictions and reissuance of a new card.
• Submit Unusual Activity Referrals (UAR) to report cases of unusual, suspicious or questionable activity to Fraud Prevention.
• Report observations of multiple fraud trends or claims with the same merchant to Fraud Prevention and Analytics to initiate preventative rules and actions.
• Process provisional credits and adjustments to member accounts, accompanied by notifications that meet Regulation E and Z language requirements and deadlines.
• Update notes and information on all Claims systems; maintain call records and upload relevant recorded calls to demonstrate thorough investigation and support claim decisions.
• Assist with occasional research regarding member complaints and inquiries.
• With a high level of degree, follow-up and respond to merchant rebuttals and process the exception and acceptance queues.
• Ability to balance and reconcile member accounts and general ledger outages related to claim adjustments.
• Perform additional duties as necessary to maintain daily operations.
QUALIFICIATIONS AND PREFERENCES:
• H.S. Diploma or General Education Degree (GED) Successful completion of High School curriculum required
• 2+ years relevant experience required
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compens