Credit Card Fraud Analyst

State Employees' Credit Union - Raleigh, NC

Full-time

Remote - Raleigh, NC

Credit Intermediation and Related Activities

About the position

The Card Fraud Analyst plays a crucial role in ensuring the integrity of credit card transactions by conducting time-sensitive investigations and resolving claims related to unauthorized purchases. This position requires a proactive approach to issuing refunds promptly and processing recovery chargebacks in accordance with regulatory timeframes, Visa operating standards, and the credit union's policies and procedures. The analyst will frequently communicate with branch and operations employees, necessitating strong interpersonal skills and the ability to work both independently and collaboratively within a team environment. In this role, the analyst must be knowledgeable about branch, ATM, and Card Services products and procedures. Attention to detail is paramount, as the analyst will validate the accuracy of claim classifications, perform chargeback and dispute resolution processing, and handle all aspects of the dispute process while adhering to Visa/Mastercard, federal, and state regulations. The analyst will also be responsible for documenting case results in the appropriate management system and assisting branch departments with member inquiries regarding fraud disputes. The position demands excellent organizational skills, the ability to manage multiple tasks in a fast-paced environment, and a commitment to maintaining confidentiality. The analyst will need to demonstrate strong analytical and quantitative skills, problem-solving abilities, and a willingness to help others. The work environment is primarily office-based, with some background noise, and there may be an option for a hybrid work schedule after training, depending on management's discretion.

Responsibilities

• Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
• Perform chargeback/dispute resolution processing.
• Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
• Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.
• Resolve cardholder liability based on the results of a reasonable investigation.
• Thoroughly document the results of the case in the appropriate case management system.
• Assist branch/MSS departments with member inquiries regarding fraud disputes.
• Review and respond to cardholder inquiries relating to the status of an existing claim.
• Answer incoming phone calls and emails from branch, Member Service Support Center, and operations personnel seeking assistance with both fraud and non-fraud card related topics.

Requirements

• Excellent telephone, email, and personal communication skills.
• Strong organizational skills and professionalism.
• Resourceful with a willingness to help others.
• Demonstrates excellent analytical and quantitative skills.
• Problem-solving abilities and organizational skills.
• Experience working with MS Office applications preferred.
• Ability to communicate well with others while establishing confidence and respect.
• Ability to exercise discretion and good judgment in making decisions.
• Ability to work both independently and in a team environment.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Ability to maintain confidentiality of materials handled.
• Ability to be flexible and work under high pressure in a complex environment.

Nice-to-haves

• Bachelor's Degree or Associate's Degree in a related field, or equivalent combination and/or experience preferred.