[Hiring] Member Protection Specialist @MULTIPLI FEDERAL CREDIT UNION

Role Description

The Member Protections Specialist is responsible for detecting, investigating and preventing fraudulent activities within members' accounts. They analyze financial data, conduct interviews, gather evidence, help secure member's accounts, and prepare detailed reports for management, law enforcement or other agencies as needed. They are the principal contact for Credit Union staff and members for fraud and disputes. The Member Protections Specialist is responsible for handling disputes, fraud claims and monitoring for fraud prevention and trends.

Essential Functions & Responsibilities

• Manage, track, investigate and respond to member claims of fraud, ID Theft, Elder Abuse and other financial crimes.
• Process credit and debit card disputes within applicable Regulation E timelines.
• Coordinate recovery of losses due to fraudulent activity.
• Maintain up to date knowledge of current fraud trends and assist with the development and presentation of fraud training to employees and members.
• Prepare well documented case files and narratives for investigations.
• Perform other job-related duties as assigned.

Performance Measurements

• Handle all fraud/scam claims reported by members, questioning of members to gather information, working with law enforcement, issuing of provisional credits when justified, filing of insurance claims as needed.
• Coordinate the completion of any required forms, account changes, or recovery of losses.
• Monitor outstanding requests against timeline requirements for provisional credit or completion of the investigation.
• Create and maintain records for the credit union, including journals and correspondence.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and Regulation E.
• Ensure that all procedural steps are completed in a timely and accurate manner for all disputes and fraud claims.
• Complete all other tasks, assignments or functions as assigned and/or required.

Qualifications

• Experience: One year to three years of similar or related experience.
• Education:
  • A two-year college degree, or
  • Completion of a specialized certification or licensing, or
  • Completion of specialized training courses conducted by vendors, or
  • Job-specific skills acquired through an apprenticeship program.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: Good communication skills are essential. The ability to work proficiently with the various Credit Union software platforms is necessary. Such platforms include Episys, Verafin, and Microsoft Office.

Physical Requirements

• Work Environment: Position is eligible to work remotely during business hours per approval from supervisor.