Debit Fraud Team Lead

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

Position Overview:

Supervises debit card fraud investigations and recovery.  Responsible for the supervision and development of employees assigned to Debit 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:

• 40% Responsible for ensuring smooth operation of day-to-day functions by managing and advising employees in addition to monitoring daily workload and allocating or assigning cases based on priority, type, and available resources.
• 25% Review highly complex claims to ensure fair decisioning across the board. Use sound judgment to oversee, analyze, and respond to escalated call, claims, and member complaints.
• 15 % Assist manager with supervision of employees including scheduling time off, approving timesheets, and assisting with performance evaluations.

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

Required Education & Experience (Knowledge, Skills & Abilities):

• HS Diploma
• At least two years of card fraud/disputes experience, preferably in a position involving direct branch or member interaction.
•  Experience with Microsoft Office applications. 
• Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills.
• Excellent verbal and written communication skills
• Ability to handle sensitive and confidential information with discretion.
• Demonstrates excellent analytical and quantitative skills, problem solving, and organizational skills.

Preferred Education & Experience (Knowledge, Skills & Abilities):

• Two- or four-year degree in Criminal Justice or related field
• Card Member Service and/or Operations experience preferred 
• Thorough understanding of Federal Regulations and Card Association Rules to include regulation E as well as UDAAP and all applicable financial regulations.
• Experience with the Visa dispute process.

Work Environment & Physical Requirements:

• Position has the potential to be hybrid but will not be 100% remote
• Telephone for prolonged periods
• Computer for prolonged periods

Shift is rotational. Four days on and four days off 7am-6pm. Position is hybrid but not 100 % remote.

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.