Global Credit Union

Manager

• Manage, direct, and control Member Service Center operations, emphasizing service delivery, member advocacy, and staff development
• Provide prompt, professional, helpful, knowledgeable, and courteous member service
• Coach, lead, and motivate Member Service Center employees
• Promote participation in recommendations of products and services
• Meet regularly with employees to establish and reinforce department and organizational goals
• Ensure compliance with credit union marketing, image, and service delivery goals
• Ensure quality and accuracy in fulfilling member requests
• Maintain security, accountability, and control of negotiable items
• Coordinate personnel functions with the Assistant Member Service Center Team Manager, including scheduling, training, performance evaluations, employee morale, and policy compliance
• Support helplines for complex requests and escalated calls
• Train and develop staff, and coach, lead, and motivate specialists
• Assume responsibility for the Member Service Center as assigned
• Perform duties of the Assistant Member Service Center Team Manager
• Perform other duties as assigned

Member Service Center Team Manager

General

• Assist members with fraudulent and merchant dispute transactions involving Debit Card, Credit Card, and ACH
• Provide prompt, professional, helpful, knowledgeable, and courteous member service
• Create, research, and resolve card and ACH dispute cases
• Evaluate cases and provide provisional credit within established limits, as applicable
• Research and provide evidence to members to validate unrecognized transactions
• Conduct merchant conference calls to resolve product and service problems
• Communicate with members to validate information, research cases, and obtain documentation
• Respond to inbound and place outbound calls for case creation and member follow-up
• Report disputed transactions for possible fraudulent activity and trends
• Document research findings and actions on cases
• Conduct referrals for suspicious activity reporting and high-dollar case review
• Manage workflows to designated deadlines and complete responsibilities accurately and timely
• Assist with daily reports and MRMS requests
• Perform other duties as assigned

Dispute Resolution Specialist

Operations

• Supervise staff and distribute fraud claims, daily tasks, queues, and reports
• Ensure timely completion of work and reduce losses where possible
• Monitor alert penetration rates, service level agreements, alert/case inventory, and production quality against risk tolerance thresholds
• Assist with escalated fraud claims involving ACH, pre-authorized drafts, altered checks, forged endorsements, unauthorized third-party transfers, elder fraud, identity theft, and other fraud issues
• Maintain case files and collaborate with law enforcement, adult protection agencies, and financial institution contacts
• Ensure timely and accurate suspicious activity reporting under the Bank Secrecy Act
• Assist with monthly miscellaneous, bonded, and un-bonded claims charge-off recommendations
• Assist with preparing and filing insurance claims and coordinating reimbursements
• Communicate fraud trends and escalated situations to members and internal departments
• Develop strong processes and procedures and maintain accurate documentation
• Assist with staffing, training, performance evaluation, employee morale, and policy compliance
• Perform other duties as assigned

Fraud Operations Officer I

• Perform activities in support of the Fraud department
• Manage incoming and outgoing telephone interactions
• Identify, gather, and review documentation supporting investigations involving online access, check fraud, financial exploitation, identity theft, and operational risk mitigation
• Create collection letters to other financial institutions to mitigate loss
• Receive inbound and place outbound calls with branches, the Member Service Center, lending departments, and members regarding fraud, identity theft, or Member Identification Program
• Create and maintain complete and accurate case files, including evidence and interview summaries, in the case management system
• Locate, save, and upload account agreements, loan documents, check copies, IP address results, affidavits, collection letters, surveillance, and other documents
• Create affidavits and send them to branches and members with supporting documentation
• Process inbound mail for Fraud Operations
• Locate surveillance and review recorded calls to support investigations
• Gather information from branches, lending departments, and members regarding fraud or identity theft
• Perform other duties as assigned

Fraud Operations Specialist I, II, III, Senior

• Assist in administering the operational aspects of all card products
• Maintain cardholder portfolios and process maintenance requests
• Post monetary corrections
• Research member inquiries and work with vendors
• Collaborate with multiple departments, branches and employees to resolve member issues
• Perform tasks within various financial and operational systems to ensure accuracy and compliance
• Maintain working knowledge of card products, credit union operations and best practices

Member Service Center Team Manager

Dispute Resolution Specialist

Fraud Operations Officer I

Fraud Operations Specialist I, II, III, Senior

Card Administration Operations Specialist III