Card Fraud Manager

Overview:

UNIFY Financial Credit Union is one of the nation's largest 100 credit unions with a reputation for being financially sound and growth-oriented. We're expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, "providing superior service to our members." In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

Summary:

The Payment Dispute Manager is responsible for overseeing and managing payment disputes for Credit/Debit cards and chargeback processes with vendors. As a secondary emphasis, escalations for payments disputes (Zelle, ACH, and Checks) will roll up to this Manager for resolution.

This role involves leading the dispute processing team and collaborating with various departments, financial institutions, and members to resolve disputes in a timely and efficient manner. This role requires a deep understanding of industry regulations, and how to write and implement Visa and Zelle rules to mitigate fraud.

The Payment Dispute Manager ensures compliance with REG E, NACHA and Zelle regulations, and works to minimize financial losses due to chargebacks, breach of warranties for payment disputes. The leader is responsible for leveraging their comprehensive expertise in the Visa MRT software to ensure optimal utilization of the platform for risk management and fraud prevention purposes. The role includes performing a daily analysis of suspected card fraud activity by analyzing large datasets to identify patterns, anomalies, and trends indicative of card fraudulent activity.

Responsibilities:

• Ability to prioritize competing priorities and effectively delegate tasks as needed to manage the daily responsibilities, achieve goals, and empower their team.
• Compile and maintain accurate monthly metrics of all payment disputes, chargebacks, and associated communication for reporting and analysis purposes.
• Ensure that all claims and documentation meet the compliance standards and regulatory requirements.
• Assess the potential financial impact of chargebacks and payment disputes on the organization and recommend appropriate actions to mitigate risk.
• Identify patterns and trends in payment disputes and provide insights to prevent future occurrences.
• Develop and implement efficient and standardized processes for handling payment disputes and chargebacks.
• Identify opportunities for process improvements to reduce the occurrence of payment disputes and enhance resolution timeframes.
• Stay updated on industry regulations, guidelines, and best practices related to payment dispute management and chargebacks.
• Ensure all dispute resolution activities are carried out in compliance with relevant regulations.
• Generate regular reports on payment dispute trends, resolutions, and financial impacts for management review.
• Oversee the end-to-end process of handling card chargebacks and disputes, ensuring adherence to industry regulations and company policies.
• Analyze chargeback trends and patterns to identify opportunities for process improvement and fraud prevention.
• Test and validate newly developed Visa fraud rules using historical data and real-time simulations to ensure accuracy and effectiveness.
• Adjust and fine-tune rules based on testing results and monitoring the rule effectiveness for existing Visa rules.
• Daily monitoring of Visa fraud trends and implement strategies to mitigate the fraud.
• Manages the exempt/non-exempt employees to include staffing, performance appraisals, training, salary recommendations, corrective action and terminations.
• Provides support and guidance for other internal departments on all questions or concerns regarding dispute or card fraud activity.
• Contacts members as appropriate to investigate suspected fraudulent activity, disputes, complaints, or claims.
• Meets all departmental productivity and performance metrics.
• Completes all required UNIFY training timely.
• Follows all relevant UNIFY policies and procedures.
• Other duties as assigned

Qualifications:

• Minimum of 5 years' experience in a leadership position and managing a team.
• Must make informed decisions quickly and effectively. They analyze situations, consider alternatives, and weigh risks to make choices that align with the organization's objectives.
• Must excel in both verbal and written communication. They need to convey ideas, provide direction, give feedback, and listen actively to their team members, stakeholders, and colleagues.
• Bachelor's degree preferred. Relevant work experience in lieu of a degree may be considered.
• Proven problem solving and analytical skills, with the ability to utilize critical thinking and make reasoned decisions.
• Must be a proactive self-starter willing to take initiative in the development of fraud prevention strategy as well as loss tracking and reporting.
• Strong interest in fraud trends, strategies, and tools.
• Excellent organizational and time management skills. Must be able to multi-task effectively.
• Ability to work independently, yet also be a team-player within the department and the organization as a whole.
• Must produce accurate and reliable work.
• Must be able to communicate effectively, both verbally and in writing.
• Must be willing to take direction with a positive attitude.

See the UNIFY Difference!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family

*All programs subject to review and change

UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at www.unifyfcu.com