Golden 1 Credit Union · 3 weeks ago
Supervisor - Card Investigations
8945 Cal Center Dr, Sacramento, CA 95826, USA
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $90K/yr
5+ years expGolden 1 Credit Union is seeking a Supervisor for their Card Investigations team, responsible for managing fraudulent activity related to credit union cards and Zelle disputes. The role includes supervising staff, ensuring compliance with regulations, and improving operational efficiencies to protect members' financial assets.
BankingFinanceFinancial Services
Responsibilities
Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff
Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations
Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including CFPB regulations Regulation E and Regulation Z
Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values
Analyze, maintain, and process investigative case load of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry
Monitor and maintain control of department work flow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense
Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence
Maintain current working knowledge of established Zelle, credit/debit card and credit union rules, regulations, policies, and practices
Ensure departmental compliance with established security and internal audit controls
Serve as administrator for VISA and Mastercard systems. Assist the Card Investigations Program Administrator in managing and reporting system outages, tickets, UAT testing and updates. Administer the systems user training and system updates.Recommends enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations
Work directly with the System Admin to provide the necessary requirements for data tracking of system performance, employee production and overall health of the Card Investigation program
Test and validate system enhancements
In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service
Other duties as assigned
Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations
Qualification
Required
Successful completion of a high school curriculum is required
5 years of financial institution experience with at least 3 years processing or investigating multiple types of fraud
2 years of Real Time Payments or Credit/Debit card fraud claims and disputes
Strong oral and written communication skills, including presenting to groups
High level of dependability, self-motivation, and sense of urgency to meet deadlines
Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
Knowledge of institution operations, policies, and procedures
Ability to lead a team for projects
Enthusiasm and interest in card fraud and related services
Strong sense of ethics and professionalism
Knowledge of automated database programs, ten key, facsimile machine, personal computer and related software, electronic banking equipment, and member relation skills
Ability to positively communicate suggested solutions and alternate outcomes
Ability to multi-task effectively and meet established deadlines
Ability to work with a high degree of independence and use sound judgment
Ability to keep and maintain confidential information
Preferred
Associates degree in Criminal Justice, Business, or comparable discipline or equivalent work experience
Previous Supervisory/Management experience preferred
Company
Golden 1 Credit Union
Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Allyson Hill, CPA
Senior Vice President, Chief Financial Officer
Joseph Harrison, CPA (Oregon), CRCM, CIA, CAMS, CFE
Senior Vice President - Chief Compliance Officer
Recent News
The Business Journal
2025-10-04
2025-10-02
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