Credit Card Fraud Manager

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview

Manages credit card fraud investigations and recovery.  Responsible for the supervision and development of employees assigned to Credit Card Fraud. Ensure compliance with all applicable rules and regulations as relates to fraud investigation and recovery processes while also minimizing liability and risk for the credit union. 
  

Responsibilities

10% Stay current with industry trends and maintain a strong knowledge of Visa/ Mastercard Operating Regulations and Regulation E/Z with regards to liability determination and dispute processing.

10% Develop and maintain departmental procedures and manuals.

15% Identify trends and provide reports and analytics related to reported fraud, fraud losses, and fraud recovery to upper management.

20% Responsible for ensuring smooth operation of day-to-day functions by managing and advising employees, enabling staff to make decisions where appropriate and dependent on skill level.

30% Review highly complex claims to ensure fair decisioning across the board. Use sound judgment to oversee, analyze, and respond to escalated claims and member complaints.

15% Assists or leads with planning and implementation of new products, product enhancements, and special projects related to case management, chargeback, and recovery.

Supervision

Direct Reports:

Credit Card Fraud Tech
Credit Card Fraud Analyst
Credit Card Fraud Analyst I
Credit Card Fraud Analyst II
Sr. Credit Card Fraud Analyst
Sr. Credit Card Fraud Analyst I

External and Vendor Relationships:

Visa (troubleshoot)
Velera (troubleshoot)

Qualifications

Required Education Associates; Acceptable Field of Study: 4-year degree preferred. CCUE or Associate in Arts degree or Associate in Science degree via the North Carolina College Transfer Program acceptable

Required Relevant Experience 3 - 5 years

Required Knowledge, Abilities, Skills

Experience with Visa/Mastercard dispute process

Thorough understanding of Banking Regulations and Bank Card Association Rules to include Reg E and/or Reg Z, as well as UDAAP and all applicable financial regulations

Extensive product knowledge and experience with credit cards

Excellent time management skills, detail oriented, able to handle multiple tasks, simultaneously and display good follow-up skills

Excellent verbal and written communication skills

Strong analytical skills

Desired Education, Experience, Knowledge, Abilities, Skills

Card Member Service and/or Operations experience preferred

Special Position Requirements

Sitting for prolonged periods

Telephone for prolonged periods

Computer for prolonged periods

This position has the opportunity to be hybrid, but is not a 100% remote position.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.