Position Summary

Full-time

Reports To: Compliance Officer

The Fraud Specialist is responsible for investigating all account fraud, acting quickly to prevent and mitigate risk and loss to members and the Credit Union. This position will respond to all fraudulent questions and issues and provide direction to team members and members. While fraud prevention and risk mitigation are preformed, member experience is always our top priority. This position will contact members providing an exceptional experience while resolving fraud and risk related issues.

This position will always project a positive and friendly image for the credit union through interactions with members and co-workers. This position will work in branch, Marshfield or Stevens Point, M-F during business hours.

  • Place outbound phone calls to members to validate account activity while providing exceptional member service.
  • Report, challenge, and update chargebacks and payment reversals raised by fraudulent members or via Fiserv report review.
  • Work fraud accounts within the Fiserv case management framework for tracking purposes.
  • Conduct in-depth research on fraudulent situation to validate and report findings to Compliance Officer. Analyze loss based on monthly trends.
  • Investigate and document forgery, counterfeit, and fraud cases brought forward by team members or members. Maintain fraud files.
  • Assist members with fraudulent activity on their accounts and obtain the proper documentation to determine the next steps in the process. In the event of fraud, take corrective measures.
  • Make recommendations to the member, when necessary, to prevent or minimize future losses.
  • Analyze monthly reports to research high risk transactions for debit and credit cards.
  • Demonstrate proficiency of applicable systems, tools, policies and procedures, and credit union regulations.
  • Reinforce continuous collaboration and respectful communication between all departments by promoting strong, positive, and productive working relationships through the commitment to the company’s core values, vision and mission statements.

Essential Functions

  • Responsible for mortgage loan audits, paid mortgages, and releases of liens.
  • Order appraisals and appraisal reviews.
  • Responsible for final documents checklist; once complete, upload the final loan file documents to the credit union and partner digital storage.
  • Processes homeowner insurance for all mortgage files as well as serves as the Member contact point for homeowner insurance questions.
  • Responsible for annual and quarterly projects; annual reporting on land and home values, and tax values for all in-house mortgages; quarterly tax reports and paid tax tracking.
  • Responsible for the generation and mailing of notices/letters to members pertaining to their mortgage. 
  • Serve as the Mortgage Center back up contact point, receiving members and guests to the mortgage department in a professional, courteous manner. Ensure that the member receives prompt attention by loan officer.
  • Assisting with any other duties necessary to support the mortgage loan process.
  • Reinforce continuous collaboration and respectful communication between all departments by promoting strong, positive, and productive working relationships through the commitment to the company’s core values, vision and mission statements. 

Competencies

  • High school education or GED and three to five years of similar experience.
  • Excellent decision-making skills.
  • Excellent communication skills.
  • A high degree of mental concentration to interpret and act upon a wide range of situations, even under pressure.
  • Exceptional analytical skills with a strong attention to detail, ability to plan, prioritize and organize work effectively and efficiently.
  • Must be friendly and able to represent the credit union in a professional and positive manner.

Professionalism/Attitude

  • Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.
  • Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.
  • Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.
  • Displays an on-going commitment to learning and self-improvement in areas that are job and/or organization relevant.