Fraud & Disputes Analyst (Durham)

Summit Credit Union - Durham, NC

Full-time

Durham, NC

Credit Intermediation and Related Activities

About the position

The Fraud and Disputes Analyst plays a crucial role in managing credit and debit card operations, focusing on dispute resolution, fraud investigation, and providing support to front-line staff. This position requires a blend of problem-solving skills and excellent phone etiquette to ensure effective handling of card-related issues and member inquiries.

Responsibilities

• Manage the dispute resolution process for debit and credit cards, including chargebacks and fraud claims.
• Perform preliminary research into member disputes and fraud claims, contacting merchants and members for additional information.
• Monitor transaction activity for signs of fraudulent activity and investigate suspicious transactions.
• Stay updated on Visa rules and compliance requirements, ensuring adherence to guidelines.
• Develop and monitor reporting related to dispute performance, identifying trends and escalating issues as necessary.
• Interact with other departments to ensure optimal information exchange and monitor daily balancing of fraud accounts.
• Provide frontline support to cardholders, addressing inquiries and resolving disputes in a timely manner.
• Research daily reports and assist with inquiries, corrections, and changes related to members' accounts.
• Oversee the administration of the Velera/Visa card portfolio to maximize profitability and member satisfaction.

Requirements

• Bachelor's degree in business administration, Finance, or related field preferred.
• 2+ years of experience in card services, credit card operations, or financial services industry.
• Strong understanding of Visa rules, regulations, and compliance requirements including Reg E/Reg Z.
• Proficiency in card processing systems and dispute management platforms.
• Excellent analytical skills and attention to detail.
• Excellent communication and interpersonal skills.

Nice-to-haves

• Bilingual with proficiency in English and Spanish is a plus.
• Credit Union experience preferred.