Job Description

Job Title: Sup - Card Investigations

Status: Exempt

Reports to: Manager - Card Investigations

Department: Enterprise Fraud

Job Code: 5006

Pay Range: $93,730.00 - $95,000.00 Annually

Location

WHO WE ARE:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are passionate about delivering results that make a difference to those you support. You combine fraud expertise, operational leadership, and coaching skills to protect members, strengthen controls, and develop high-performing teams committed to service excellence.

WHAT YOU'LL DO

• Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff.
• Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations.
• Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Analyze, maintain, and process investigative caseloads of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry
• Monitor and maintain control of department workflow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense.
• Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.
• Maintain ongoing expertise regarding established procedures, credit union rules, regulations, policies, and practices.
• Ensure departmental compliance with established security and internal audit controls.
• Serve as administrator for MasterCard and VISA Resolve Online systems, Administer the systems including user training and system updates. Recommend enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations.
• Report and provide data tracking increased fraud trends.
• Oversee the testing and validation of system enhancements.
• Review monitoring reports to discuss coaching opportunities related to call quality, quality assurance and overall production and performance of the team.
• In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service.
• Other duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) Successful completion of a high school curriculum required
• Associate’s Degree in criminal justice, Business, or comparable discipline or equivalent work experience preferred
• 5+ years of financial institution experience with at least 3 years’ processing or investigating multiple types of fraud. required
• 3+ years processing or investigating multiple types of fraud. required
• 2+ years of Visa Credit/Debit card fraud claims and disputes. required
• Previous Supervisory/Management experience preferred

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx-EntityID=2&id=2657

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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