Cards Fraud & Dispute Analyst (Durham)

The Card Fraud & Dispute Analyst is responsible for analyzing and resolving card fraud and non-fraud disputes. This role involves investigating discrepancies, identifying patterns of fraud, and collaborating with internal and external stakeholders to mitigate risks and improve processes from beginning to end. Perform transactional behavior analysis, fraud dispute investigation, and work with processors to ensure effective and timely development and implementation of rules.

Essential Responsibilities:

• Coordinate investigations into fraudulent use of credit and debit cards issued by the organization.
• Analyze loss trends and makes recommendations to prevent further loss.
• Gain exposure to understanding fraud activity and developing fraud prevention rules.
• Monitor transactions for signs of fraudulent activity.
• Analyze transaction data and trends to identify potential risk factors and fraudulent activity.
• Conduct thorough investigations into disputed card transactions and fraud cases.
• Contact members as needed as part of the information gathering and dispute investigation process.
• Monitor and report on key performance metrics related to fraud and disputes.
• Ensure research of daily reports and card problems related to members’ accounts is completed and assist with inquiries, corrections, and changes.
• Stay updated on Visa rules, regulations, and compliance requirements.
• Interact with other departments and vendors in order to ensure optimal information exchange, fraud escalations and fraud loss accounting.
• Provide frontline support to cardholders, addressing debit/credit card inquiries, troubleshooting issues, and resolving disputes related to Visa card products and services in a timely and efficient manner.
• Support with the dispute resolution process for debit and credit cards, including signature chargebacks, PIN disputes, ATM disputes, retrieval requests, and fraud claims, by card regulations and industry best practices.

• Bachelor’s degree in business administration, Finance, or related field preferred.
• 2 to 5 years of experience in card services, credit card operations, or financial services industry, with a focus on credit/debit card products fraud prevention.
• Credit Union experience preferred.
• Strong understanding of Visa rules, regulations, and compliance requirements including Reg E/Reg Z.
• Understanding of card network authorizations, fraud prevention systems, and rule setting.
• Proficiency in card processing systems and software, as well as dispute management platforms.
• Bilingual with proficiency in English and Spanish is a plus.
• Excellent analytical skills and attention to detail, with the ability to analyze data, identify trends, and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.