Card and Risk Support Specialist

Job Summary

Required Qualifications

• •Associate's degree
• •Equivalent specialized internal or external training
• •Certifications
• •Relevant experience
• •Two to five years of fraud prevention experience
• •Two to five years of card services experience
• •Two to five years of other related industry experience
• •Credit union experience
• •Financial services experience
• •Knowledge of card services
• •Knowledge of fraud prevention
• •Knowledge of dispute processing
• •Knowledge of payment systems
• •Knowledge of account risk management principles
• •Strong attention to detail
• •Working knowledge of Regulation E
• •Working knowledge of Regulation Z
• •Working knowledge of Regulation CC
• •Working knowledge of dispute timelines
• •Working knowledge of Uniform Commercial Code (draft liability)
• •Working knowledge of NACHA (ACH liability)
• •Working knowledge of card network rules
• •Working knowledge of BSA/AML requirements
• •Working knowledge of credit union policies
• •Ability to exercise sound judgement
• •Ability to maintain confidentiality
• •Ability to balance member service with risk management objectives
• •Strong problem-solving skills
• •Ability to independently research
• •Ability to troubleshoot
• •Ability to resolve member issues
• •Ability to communicate effectively in writing
• •Ability to communicate effectively verbally by phone
• •Ability to communicate effectively in person
• •Ability to move around for a majority of the day
• •Ability to lift and/or move up to 25 pounds

Desired Qualifications

• •A significant level of trust
• •Diplomacy
• •Normal courtesy
• •Tact
• •Ability to confidently navigate complex account situations
• •Ability to identify trends in member issues
• •Ability to identify trends in fraud activity
• •Ability to identify trends in service breakdowns
• •Ability to provide feedback to improve processes
• •Ability to reduce friction
• •Ability to serve as a liaison between frontline teams and risk department
• •Ability to identify and communicate solutions to card or risk-related issues
• •Ability to stay current on card network rules
• •Ability to stay current on fraud trends
• •Ability to stay current on payment technologies
• •Ability to support evolving member needs
• •Ability to document investigations
• •Ability to document decisions
• •Ability to document member interactions
• •Ability to document thoroughly and accurately
• •Ability to support promotions
• •Ability to meet Credit Union's goals
• •Ability to participate in Credit Union business development
• •Ability to participate in community relations activities
• •Ability to adhere to all service standards
• •Ability to adhere to Credit Union's policies
• •Ability to adhere to Credit Union's procedures
• •Ability to assist with account reviews related to BSA
• •Ability to assist with account reviews related to fraud prevention
• •Ability to assist with account reviews related to other risk management functions
• •Ability to perform other duties as needed or requested
• •Ability to handle elevated-risk member interactions
• •Ability to handle complex payment service support
• •Ability to review and resolve account restrictions
• •Ability to support fraud and dispute processes
• •Ability to troubleshoot advanced card and digital payment issues
• •Ability to handle debit/credit cards
• •Ability to handle Zelle
• •Ability to handle transaction limits
• •Ability to work closely with other Risk team members
• •Ability to evaluate account activity
• •Ability to determine appropriate actions
• •Ability to ensure timely and compliant resolution of restrictions
• •Ability to minimize loss
• •Ability to protect the member experience
• •Ability to deliver exceptional service through inbound calls
• •Ability to deliver exceptional service through digital channels
• •Ability to demonstrate strong judgment
• •Ability to demonstrate attention to detail
• •Ability to handle inbound and outbound calls
• •Ability to handle emails
• •Ability to handle messages
• •Ability to handle chats
• •Ability to work for both members and vendors
• •Ability to work for all elevated card and risk related needs
• •Ability to work closely with other frontline teams
• •Ability to proactively contact members
• •Ability to ensure timely completion
• •Ability to ensure accuracy
• •Ability to educate members on account activity
• •Ability to educate members on transaction decisions
• •Ability to educate members on payment service functionality
• •Ability to build confidence
• •Ability to reduce future risk
• •Ability to handle end-to-end processing of complex disputes
• •Ability to handle end-to-end processing of fraud cases
• •Ability to conduct transaction research
• •Ability to conduct documentation
• •Ability to communicate with members
• •Ability to communicate with card networks
• •Ability to communicate with internal partners
• •Ability to minimize loss
• •Ability to achieve timely resolution
• •Ability to act as a subject matter expert for card and digital payment services
• •Ability to resolve advanced issues such as declines
• •Ability to resolve authorization errors
• •Ability to resolve limit requests
• •Ability to exercise sound judgment on exception approvals
• •Ability to exercise member accommodations
• •Ability to maintain strict confidentiality
• •Ability to ensure all actions align with regulatory requirements
• •Ability to ensure all actions align with internal policies
• •Ability to identify trends in member issues
• •Ability to identify trends in fraud activity
• •Ability to identify trends in service breakdowns
• •Ability to provide feedback to improve processes
• •Ability to reduce friction
• •Ability to serve as a liaison between frontline teams and risk department
• •Ability to identify and communicate solutions to card or risk-related issues
• •Ability to stay current on card network rules
• •Ability to stay current on fraud trends
• •Ability to stay current on payment technologies
• •Ability to effectively support evolving member needs
• •Ability to document investigations
• •Ability to document decisions
• •Ability to document member interactions
• •Ability to document thoroughly and accurately
• •Ability to support promotions
• •Ability to meet Credit Union's goals
• •Ability to participate in Credit Union business development
• •Ability to participate in community relations activities
• •Ability to adhere to all service standards
• •Ability to adhere to Credit Union's policies
• •Ability to adhere to Credit Union's procedures
• •Ability to assist with account reviews related to BSA
• •Ability to assist with account reviews related to fraud prevention
• •Ability to assist with account reviews related to other risk management functions
• •Ability to perform other duties as needed or requested
• •Ability to handle elevated-risk member interactions
• •Ability to handle complex payment service support
• •Ability to review and resolve account restrictions
• •Ability to support fraud and dispute processes
• •Ability to troubleshoot advanced card and digital payment issues
• •Ability to handle debit/credit cards
• •Ability to handle Zelle
• •Ability to handle transaction limits
• •Ability to work closely with other Risk team members
• •Ability to evaluate account activity
• •Ability to determine appropriate actions
• •Ability to ensure timely and compliant resolution of restrictions
• •Ability to minimize loss
• •Ability to protect the member experience
• •Ability to deliver exceptional service through inbound calls
• •Ability to deliver exceptional service through digital channels
• •Ability to demonstrate strong judgment
• •Ability to demonstrate attention to detail
• •Ability to handle inbound and outbound calls
• •Ability to handle emails
• •Ability to handle messages
• •Ability to handle chats
• •Ability to work for both members and vendors
• •Ability to work for all elevated card and risk related needs
• •Ability to work closely with other frontline teams
• •Ability to proactively contact members
• •Ability to ensure timely completion
• •Ability to ensure accuracy
• •Ability to educate members on account activity
• •Ability to educate members on transaction decisions
• •Ability to educate members on payment service functionality
• •Ability to build confidence
• •Ability to reduce future risk
• •Ability to handle end-to-end processing of complex disputes
• •Ability to handle end-to-end processing of fraud cases
• •Ability to conduct transaction research
• •Ability to conduct documentation
• •Ability to communicate with members
• •Ability to communicate with card networks
• •Ability to communicate with internal partners
• •Ability to minimize loss
• •Ability to achieve timely resolution
• •Ability to act as a subject matter expert for card and digital payment services
• •Ability to resolve advanced issues such as declines
• •Ability to resolve authorization errors
• •Ability to resolve limit requests
• •Ability to exercise sound judgment on exception approvals
• •Ability to exercise member accommodations
• •Ability to maintain strict confidentiality
• •Ability to ensure all actions align with regulatory requirements
• •Ability to ensure all actions align with internal policies
• •Ability to identify trends in member issues
• •Ability to identify trends in fraud activity
• •Ability to identify trends in service breakdowns
• •Ability to provide feedback to improve processes
• •Ability to reduce friction
• •Ability to serve as a liaison between frontline teams and risk department
• •Ability to identify and communicate solutions to card or risk-related issues
• •Ability to stay current on card network rules
• •Ability to stay current on fraud trends
• •Ability to stay current on payment technologies
• •Ability to effectively support evolving member needs
• •Ability to document investigations
• •Ability to document decisions
• •Ability to document member interactions
• •Ability to document thoroughly and accurately
• •Ability to support promotions
• •Ability to meet Credit Union's goals
• •Ability to participate in Credit Union business development
• •Ability to participate in community relations activities
• •Ability to adhere to all service standards
• •Ability to adhere to Credit Union's policies
• •Ability to adhere to Credit Union's procedures
• •Ability to assist with account reviews related to BSA
• •Ability to assist with account reviews related to fraud prevention
• •Ability to assist with account reviews related to other risk management functions
• •Ability to perform other duties as needed or requested
• •Ability to handle elevated-risk member interactions
• •Ability to handle complex payment service support
• •Ability to review and resolve account restrictions
• •Ability to support fraud and dispute processes
• •Ability to troubleshoot advanced card and digital payment issues
• •Ability to handle debit/credit cards
• •Ability to handle Zelle
• •Ability to handle transaction limits
• •Ability to work closely with other Risk team members
• •Ability to evaluate account activity
• •Ability to determine appropriate actions
• •Ability to ensure timely and compliant resolution of restrictions
• •Ability to minimize loss
• •Ability to protect the member experience
• •Ability to deliver exceptional service through inbound calls
• •Ability to deliver exceptional service through digital channels
• •Ability to demonstrate strong judgment
• •Ability to demonstrate attention to detail
• •Ability to handle inbound and outbound calls
• •Ability to handle emails
• •Ability to handle messages
• •Ability to handle chats
• •Ability to work for both members and vendors
• •Ability to work for all elevated card and risk related needs
• •Ability to work closely with other frontline teams
• •Ability to proactively contact members
• •Ability to ensure timely completion
• •Ability to ensure accuracy
• •Ability to educate members on account activity
• •Ability to educate members on transaction decisions
• •Ability to educate members on payment service functionality
• •Ability to build confidence
• •Ability to reduce future risk
• •Ability to handle end-to-end processing of complex disputes
• •Ability to handle end-to-end processing of fraud cases
• •Ability to conduct transaction research
• •Ability to conduct documentation
• •Ability to communicate with members
• •Ability to communicate with card networks
• •Ability to communicate with internal partners
• •Ability to minimize loss
• •Ability to achieve timely resolution
• •Ability to act as a subject matter expert for card and digital payment services
• •Ability to resolve advanced issues such as declines
• •Ability to resolve authorization errors
• •Ability to resolve limit requests
• •Ability to exercise sound judgment on exception approvals
• •Ability to exercise member accommodations
• •Ability to maintain strict confidentiality
• •Ability to ensure all actions align with regulatory requirements
• •Ability to ensure all actions align with internal policies
• •Ability to identify trends in member issues
• •Ability to identify trends in fraud activity
• •Ability to identify trends in service breakdowns
• •Ability to provide feedback to improve processes
• •Ability to reduce friction
• •Ability to serve as a liaison between frontline teams and risk department
• •Ability to identify and communicate solutions to card or risk-related issues
• •Ability to stay current on card network rules
• •Ability to stay current on fraud trends
• •Ability to stay current on payment technologies
• •Ability to effectively support evolving member needs
• •Ability to document investigations
• •Ability to document decisions
• •Ability to document member interactions
• •Ability to document thoroughly and accurately
• •Ability to support promotions
• •Ability to meet Credit Union's goals
• •Ability to participate in Credit Union business development
• •Ability to participate in community relations activities
• •Ability to adhere to all service standards
• •Ability to adhere to Credit Union's policies
• •Ability to adhere to Credit Union's procedures
• •Ability to assist with account reviews related to BSA
• •Ability to assist with account reviews related to fraud prevention
• •Ability to assist with account reviews related to other risk management functions
• •Ability to perform other duties as needed or requested
• •Ability to handle elevated-risk member interactions
• •Ability to handle complex payment service support
• •Ability to review and resolve account restrictions
• •Ability to support fraud and dispute processes
• •Ability to troubleshoot advanced card and digital payment issues
• •Ability to handle debit/credit cards
• •Ability to handle Zelle
• •Ability to handle transaction limits
• •Ability to work closely with other Risk team members
• •Ability to evaluate account activity
• •Ability to determine appropriate actions
• •Ability to ensure timely and compliant resolution of restrictions
• •Ability to minimize loss
• •Ability to protect the member experience
• •Ability to deliver exceptional service through inbound calls
• •Ability to deliver exceptional service through digital channels
• •Ability to demonstrate strong judgment
• •Ability to demonstrate attention to detail
• •Ability to handle inbound and outbound calls
• •Ability to handle emails
• •Ability to handle messages
• •Ability to handle chats
• •Ability to work for both members and vendors
• •Ability to work for all elevated card and risk related needs
• •Ability to work closely with other frontline teams
• •Ability to proactively contact members
• •Ability to ensure timely completion
• •Ability to ensure accuracy
• •Ability to educate members on account activity
• •Ability to educate members on transaction decisions
• •Ability to educate members on payment service functionality
• •Ability to build confidence
• •Ability to reduce future risk
• •Ability to handle end-to-end processing of complex disputes
• •Ability to handle end-to-end processing of fraud cases
• •Ability to conduct transaction research
• •Ability to conduct documentation
• •Ability to communicate with members
• •Ability to communicate with card networks
• •Ability to communicate with internal partners
• •Ability to minimize loss
• •Ability to achieve timely resolution
• •Ability to act as a subject matter expert for card and digital payment services
• •Ability to resolve advanced issues such as declines
• •Ability to resolve authorization errors
• •Ability to resolve limit requests
• •Ability to exercise sound judgment on exception approvals
• •Ability to exercise member accommodations
• •Ability to maintain strict confidentiality
• •Ability to ensure all actions align with regulatory requirements
• •Ability to ensure all actions align with internal policies
• •Ability to identify trends in member issues
• •Ability to identify trends in fraud activity
• •Ability to identify trends in service breakdowns
• •Ability to provide feedback to improve processes
• •Ability to reduce friction
• •Ability to serve as a liaison between frontline teams and risk department
• •Ability to identify and communicate solutions to card or risk-related issues
• •Ability to stay current on card network rules
• •Ability to stay current on fraud trends
• •Ability to stay current on payment technologies
• •Ability to effectively support evolving member needs
• •Ability to document investigations
• •Ability to document decisions
• •Ability to document member interactions
• •Ability to document thoroughly and accurately
• •Ability to support promotions
• •Ability to meet Credit Union's goals
• •Ability to participate in Credit Union business development
• •Ability to participate in community relations activities
• •Ability to adhere to all service standards
• •Ability to adhere to Credit Union's policies
• •Ability to adhere to Credit Union's procedures
• •Ability to assist with account reviews related to BSA
• •Ability to assist with account reviews related to fraud prevention
• •Ability to assist with account reviews related to other risk management functions
• •Ability to perform other duties as needed or requested
• •Ability to handle elevated-risk member interactions
• •Ability to handle complex payment service support
• •Ability to review and resolve account restrictions