Job Description

Fraud Investigator

Responsible for reviewing, analyzing, investigating, monitoring, and reporting of potential and known fraudulent transactions. Responsible for the accurate and timely completion of credit card and debit card member disputes. Provides superior member service to internal staff and external members.

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Pay range for this hourly position is $29.17 - 34.11/hr with a progressive benefits package. This position will be an in office position located in North Liberty, IA or Clive, IA.

Essential Duties and Responsibilities

• Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Reviews, analyzes and investigates system generated alerts, including but not limited to, Verafin, iPay, Q2, YellowHammer, for potentially fraudulent activity.
• Reviews, analyzes and investigates potentially fraudulent activity through online deposit account opening and loan applications, including FinTech applications, as requested.
• Determines Credit Union and member liability for fraud loss, communicate with member, and post GL entries as necessary.
• Prepares Hold Harmless Agreements.
• Reports Elder Abuse to the appropriate state agency/s.
• Corresponds with law enforcement as it relates to fraudulent activity.
• Manages check fraud claims.
• Documents, accurately and thoroughly, all actions taken on a case.
• Answers phone, email group and LiveChat to assist staff with questions related to disputes and fraudulent transactions.
• Reviews new and pending credit card and debit card fraud and dispute submissions, reaches out to merchants in effort to obtain credit back to card holders, process and reports through Springboard as needed, provides provisional credit to card holders, send applicable notices, performs charge-offs for closed credit card and debit card closed cases, as necessary, and posts GL entries.
• Works through MC Connect as needed for fraud reporting.
• Reviews and processes daily report from Springboard/COOP.
• Assists with closing accounts, establishing new accounts and moving loans for members experiencing fraudulent account and/or loan activity. This includes, but is not limited to, closing accounts, establishing new accounts, moving loans, online banking, ordering debit cards and ordering checks.
• Maintains knowledge of applicable laws and regulations (including regulation E), policies and procedures.
• Other duties as assigned by management.

Job Requirements/Expectations

• High school diploma or equivalent along with a minimum of three years of banking, fraud related experience.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
• Ability and desire to interact with co-workers to develop positive and effective working relationships in all areas of the Credit Union.
• Ability to effectively gather and analyze information in the course of reviews and investigations.
• Ability to prioritize assignments, organize work efficiently, and handle large volumes of details.
• Ability to work independently.
• Accuracy and attention to detail.
• Computer literacy and knowledge of alert monitoring systems.
• Coverage hours for Fraud team: Monday-Friday 7:30am-5:30pm and rotating Saturdays 8:30am-12:30pm.

Reporting Relationship

Reports to the Manager Fraud.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

GreenState Credit Union is an EEO/AA Employer. We strongly encourage all individuals to apply for openings with the credit union.

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