fraud dispute specialist

JOB DESCRIPTION:

Responds to member card dispute and fraud claims and Risk Management service requests. Monitors claims for trends in order to help reduce organizational risk. Responsible for inbound and outbound member service calls and emails relating to Risk Management.

RESPONSIBILITIES:

• Performs preliminary research into member dispute and fraud claims including contacting merchants and members for additional information in order to accurately process claims with a focus on problem resolution.

• Posts provisional credits for dispute and fraud claims.

• Maintains accurate logs of fraud and dispute claims as well as provisional and final credits.

• Monitor reports and update claims tracking accordingly.

• Remains up-to-date on fraud trends and monitors fraud and dispute claims for trends. Reports to Senior Director of Risk Management for further research.

• Ensure that Verafin alerts are worked in a timely manner

• Determines whether to maintain card relationship and places appropriate notes on the card record and member account notes

• Reviews and processes reports from core system and external processing vendors as well as general ledger reports. Resolves outstanding items in a timely manner.

• Notifies members of card compromise as needed.

• Fields incoming member service calls relating to Fraud and Dispute Claims. Uses a consultative approach and asks high impact questions to identify and meet member needs, both perceived and unperceived.

• Researches high dollar fraud claims as needed.

• Properly maintains member account transactions within multiple systems and applications including Episys/Symitar, Verafin, etc.

• Contributes to process improvements within Risk Management to enhance the member experience and increase operational efficiency and productivity.

• Assist with monthly Board Reports

• Perform other related duties as assigned.

SKILLS AND/OR QUALIFICATIONS:

• High school diploma, Associates degree in Business related field preferred. Work experience will be considered in place of formal education.

• Working knowledge of computer system.

• Professional and pleasant telephone voice.

• Must be detail-oriented.

• Work independently with minimal supervision.

• Spanish Speaking is a plus.

PHYSICAL REQUIREMENTS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Must be able to sit, stand, walk, talk, see and hear for extended periods of time.

• The employee is frequently required to use hands to finger, handle, or feel objects, tools or controls.

• The ability to reach, move, lift or carry objects up to 10 lbs.

• Local travel is occasionally required.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.

EMPLOYMENT CATEGORY: 

• Full Time 

First South Financial Credit Union is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, creed, religion, sex, national origin, age, veteran status, disability, or any other protected class.

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