This position will focus on card dispute/fraud claims including, but not limited to, assisting member with card fraud/dispute questions, investigation of initial card claims, processing any chargebacks and completing the closeout/finalization of the claim. Serves as a backup to assist on non-card fraud issues.

Work Type: Full-time, on-site at our Larpenteur Administrative office in Falcon Heights, MN

Major Duties and Responsibilities

• Utilize available technology and systems to mitigate financial loss to the credit union
• Monitor, review and investigate daily, weekly, monthly alerts and reports generated through dedicated software and systems
• Exercise quick and efficient decision making when reviewing suspected fraud to limit further potential loss to the credit union
• Perform general account maintenance functions pertaining to confirmed fraud such as closing accounts, placing holds, terminating services, etc.
• Identify fraud patterns, compromises and breaches through certain areas/channel
• Analyze case details to determine methodology of each fraud scheme to identify gaps
• Create and maintain cases in Insight, Verafin and other applicable systems to better track, manage and prevent fraud loss
• Review and process spreadsheets to maintain accurate data and reporting
• Connect with applicable law enforcement when filing police reports pertaining to fraud accounts/losses
• Review Mobile Deposit Capture items that have been flagged as suspicious and take appropriate action
• Prepare bond claims and/or restitution claims on fraudulent losses
• Follow all applicable regulations and policies pertaining to the above
• Provide exceptional internal and external member service on fraud related issues or concerns
• Professionally handle incoming calls, emails and assist as needed
• Communicate status and provide input on identified trends regarding fraud with Director Fraud Operations & Disputes
• Follow and maintains security policies, internal controls and procedures to protect the employees, members and assets of the Credit Union
• Process Card dispute and fraud claims
• Prepare fraud claim packets
• Review, analyze, and record card fraud activity
• Process account credits and chargebacks
• Review and process spreadsheets
• Follow up on case files
• Uses problem solving skills and good judgment to answer questions, address concerns and solve problems for members concerning card and fraud situations
• Follow all applicable regulations and policies pertaining to the above
• Provide assistance to other areas departments pertaining to the handling of fraudulent activity/transactions
• Process transactions as needed
• Provide guidance/assistance as needed

Other Duties

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Exhibit Blaze’s Core Values: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back
• Regular and predictable attendance
• Perform other duties as assigned to support effective department operation

Experience/Education/Certifications/Licenses

• Minimum High School degree or GED (required)
• Minimum 1–2 years direct experience investigating credit card fraud or handling card disputes/chargebacks in a financial services environment.

Demonstrated Knowledge

• Effective time management skills
• Ability to problem solve, make decisions, and exercise good judgement
• Ability to organize multiple tasks and maintain a courteous demeanor in a busy, high stress work environment
• Knowledge of professional telephone etiquette, business grammar and correspondence
• Possess good critical thinking skills
• Ability to respond and adapt to changing environments and meet tight deadlines
• Knowledge of basic arithmetic
• Skill in using a personal computer, web browser, and Microsoft office products
• Skill of typing and the ability to use a computer keyboard and calculator; ability to learn to use various office equipment
• Ability to maintain confidentiality via phone, fax and email

Communication Skills

• Ability to proactively respond to members/associates to problem solve based on guidelines; written communications are based on templates but can be modified.

Physical Requirements

• Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs.

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations.

The salary range for this position is: $25.20-$29.50/hour. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.