Michigan First Credit Union · 2 months ago
Card Fraud Investigator
Lathrup Village, MI
Full-time
Onsite
Mid, Senior Level
5+ years expMichigan First Credit Union is a financial institution dedicated to providing high-quality member service and financial solutions. The Card Fraud Investigator is responsible for risk mitigation related to Debit/ATM cards, investigating fraud cases, and ensuring compliance with regulations while maintaining excellent service levels.
BankingFinanceFinancial Services
Responsibilities
Analyze and process Debit/ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit/ATM fraud cases with current dispute processor through end of lifecycle
Conduct additional research and follow through on more complex cases. Investigate member transactions through comprehensive research, including but not limited to review of CCTV video
Ensure clear, concise, and compelling research is logged and documented thoroughly. Prepare detailed written reports for periodic fraud and dispute tracking purposes. Present factual documentation and action recommendations to leadership
Effectively communicate status and decision to cardholder both through written and verbal communication
Research, follow through, and resolve other complex situations, issues, and complaints from members
Handle member inquires, process card user changes, and provide written notice to confirm changes and authorizations
Process daily work queue tasks and reports
Assists branches and other teams with researching information for members
Provides ongoing refresher training to team members based on quality reviews, and regulatory updates
Monitors and evaluates dispute handling for accuracy, timeliness, and adherence to regulatory requirements
Work closely with Branch Support Leaders to maintain training material and resources to support consistent and compliant dispute investigations
Work with cross-functional teams to identify fraud patterns and make procedural adjustments to help mitigate fraud loss and reduce exposure to losses regarding Debit/ATM cards, ATMs, and fraud mitigation
Contribute or lead other special projects which reduce chargeback losses while maintaining focus on positive member experience
Responsible for keeping accurate records and reports on all transactions and for learning and updating credit union policies and procedures in accordance with any changes to legislation or government regulations
Accountable for Debit/ATM card controls including but not limited to replacement of lost and stolen cards, restricting card usage, revoking card or other services, issuing additional cards, and processing claims related to inappropriate card usage by members
Ensures compliance with rules and regulations governing cards. Knowledgeable about state, federal, and local rules and regulations, restrictions and requirements relative to the risk exposures inherent in the Credit Union operations
Work directly with legal counsel and appropriate law enforcement or government agencies as necessary
Must adhere to all member service standards as set forth by the credit union
Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only
Performs other duties as assigned
Qualification
Required
Bachelor's degree preferred plus a minimum of three years of loss/fraud prevention experience or card services experience, and at least five years related experience and/or training; or equivalent combination of education and experience
Highly complex analytical ability required to independently resolve not only external member issues, but to provide resolution to branch, team members, members, auditors and regulators on complex situations
Ability to respond objectively and appropriately to common inquiries from credit union members, team members, business partners, regulatory agencies, or members of the business community
Ability to read, analyze, and interpret common technical journals, financial reports and information, and appropriate legal documents
Must fully understand Credit Union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Professional appearance and demeanor
Thorough knowledge of credit union's computer system for performing basic input/output tasks
Must have excellent interpersonal, verbal and written skills
Superior quantitative and analytical skills
Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations
Ability to operate computer system including input, output, and inquiry to member accounts and other account information required in the member service function
Thorough knowledge of Credit Union's computer system for performing complex input/output tasks. Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software programs: Microsoft Word, Microsoft Excel and supporting card based systems
Ability to confidently and effectively present information verbally to senior leaders and members
Familiar with the differences in a basic number of products and services offered by other financial institutions to those offered by the Credit Union
May be required to become certified as a Notary Public for the purpose of verifying signatures, executing documents and obtaining information
May be required to appear at legal proceedings
Ability to maintain composure under stressful situations
Ability to maintain confidentiality of sensitive information
Benefits
Very competitive pay
Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
401(k) - 100% match up to 5% deferral
Tuition reimbursement for both Undergraduate and Graduate degree program
Access to a complimentary concierge service that assists with nearly any item on your to-do list
Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
Wellness initiatives and events throughout the year to help team members stay healthy
Loan discounts for certain secured and unsecured loans and mortgages
Opportunities for pay increases, incentives and profit-sharing, based on performance
Onsite subsidized top notch Cafe 26 for team members' use
Onsite bowling center
Company
Michigan First Credit Union
Michigan First Credit Union is a provider of personal and business loan services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$3.72MKey Investors
Community Development Financial Institutions Fund
2023-04-10Grant· $3.72M
Leadership Team
Michael Poulos
Retired
Recent News
Detroit Free Press
2024-05-19
2024-05-19
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