Fraud Representative
- Employer
- PSCU
- Location
- Saint Petersburg, Florida
- Salary
- Not Specified
- Posted
- Feb 24, 2017
- Closes
- Mar 26, 2017
- Ref
- 2711572340#GIJ--J2CBackfill.1
- Category
- Customer Service
- Job Type
- Not Specified
- Career Level
- Not Specified
Are you ready to take your career to the next level? Join us at PSCU! The basic function of this position is to resolve escalated cardholder fraud claims and train on new procedure and guidelines. The representative is to handle incoming direct calls from cardholders, general and escalated cardholder call back request, E-mail communications from both internal and external customers in the most timely and cost effective methods while providing top customer service. Act as a subject expert when dealing with PSCU Sales and Account Management staff. Understand PSCU settlement process for the fraud group. Identify the best course of action to resolve inquiries from all channels and utilize the Internet, Imaging, FDR and BPM systems to process the workcases, while keeping company liability and risk minimized. ROLE RESPONSIBILITIES: Ability to communicate effectively in both verbal and written formats and interacts positively and professionally with all levels of management staff, members/clients and vendors. Ability to utilize personal computer, telephone headset, facsimile, copier, calculator and other general office equipment. Ability to handle multiple priorities, exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel, credit unions, members, PSCU Support and Sales staff, and external vendors. Act as a subject expert when dealing with PSCU Sales and Account Management staff. Strong Understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts. Ability to function in a production-based environment using various PC applications for work case management, analyze details, adjust to change and tolerate routine. Expert knowledge of VISA and MasterCard chargeback reason codes and compliance rules and regulations. Thorough understanding of financial settlements in relation to chargebacks and compliance file. The impact on GL s and credit union. Ability to work independently without much supervision, as well as, the ability to multi-task priorities. Ability to handle confidential material. Resolve inquiries originating from incoming mail or calls from cardholders, credit unions, internal staff. Handle escalated cardholder inquiries from Contact Center Representatives and other Fraud Representatives, involving credit/debit cards and fraud claims. Be the single source of all relationship management between Credit Union and PSCU Fraud Recovery Department, with little or no escalation to management. Process credit union and cardholder callback requests to include verifying, interpreting, disseminating or requesting information; act as liaison between cardholders and credit unions/AMS s and the Fraud Department. Maintain thorough knowledge of Reg E, Reg Z, MasterCard/Visa rules and regulations to analyze and diagnose complex charge back reason or possible compliance for accurate processing from a list of reason codes. Process incoming calls utilizing existing systems, key charge backs utilizing imaging in conjunction with the First Data system. Research information through VROL, MasterCom, Internet and FDR systems. Communicate with merchant banks through verbal and written communications. Communicate trends to management, working with internal training, First Data, Settlements, or other designated departments to insure future resolution for the reduction of repetitive errors. Provide feedback in the development of training tools and procedures directly related to the chargeback and funds movement process. Help train new processes as changes occur in the department when needed. Work closely and provide project assistance to department director, manager and supervisors. Thorough understanding of financial settlements in relation to chargebacks and compliance actions. A complete understanding of the impact on GL s and credit union accounts. Interact with cardholders, merchant banks, Credit Unions and Visa /MasterCard committees by written, verbal, or E-mail to begin the fraud claim. Follow up with cardholder for additional documentation, if needed. Coordinate research activities for other PSCU Financial Services departments and member credit unions. Review, process or close workcases, as appropriate. Work in all queues within Fraud as workload dictates and serve as overflow backup by answering direct inbound 800 calls. Perform other miscellaneous duties as assigned. ROLE REQUIREMENTS: High school Diploma or equivalent required; preferably with a focus on college-level business classes. Grade 12 Math and Verbal Aptitude required. Associate s Degree preferred. Minimum three (3) years customer service, chargeback, and fraud experience required. Minimum (2) years experience working with MasterCard and Visa Chargeback Regulations, Reg E and Reg Z required. Master responsibilities of Contact Center Representative I and II and Fraud Representative I, II, and III and maintain extensive knowledge in all aspects of the fraud process including representments, compliance, arbitration and merchant. PC Windows-based software experience with basic knowledge of Word and Excel applications required. Must have ability to multi-task and balance priorities to move freely between the various channels as workload dictates. Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry. Innovation - The relentless pursuit of better ways Excellence - Exceeding expectations in every interaction Trust - Character and Competence Passion - Boundless enthusiasm to be THE best Leadership - Keeping the promises you make to others - and to yourself PSCU is a drug and smoke free workplace