Card Fraud Manager

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

The Card Fraud Manager is responsible for the oversight and execution of fraud prevention, detection, and resolution processes within the Credit Union’s debit and credit card programs. This position provides expert support in the handling of fraud and dispute claims, ensuring timely and accurate resolution in compliance with regulatory guidelines and internal policies. The role requires advanced analytical and investigative skills to assess complex cases involving unauthorized transactions and cardholder disputes. This role will coordinate daily operations within the Card Services Risk Management function, including fraud claim analysis, implementation of preventative measures, financial recovery tracking, and settlement oversight. A high level of integrity, discretion, and sound judgment is essential, as the position involves access to sensitive member and financial information. In addition to fraud management, the Card Fraud Manager leads the dispute resolution process from end to end, including intake, investigation, documentation, and resolution of cardholder disputes involving billing errors, service issues, or merchant-related concerns. The role also involves regular interaction with our vendor partners who manage outsourced fraud and dispute functions, ensuring service level agreements (SLAs) are consistently met and supporting efforts to deliver the best possible experience for our members. The role ensures compliance with applicable dispute regulations and association rules. The Manager will also serve as a subject matter expert on dispute procedures, delivering training and guidance to staff, identifying opportunities to streamline workflows, and implementing process improvements to enhance efficiency and member satisfaction. Regular interaction with internal departments, external vendors, and regulatory bodies is expected, along with active participation in audits, system enhancements, and risk mitigation initiatives. SKILLS • Strong planning and organizational skills, including the ability to manage multiple ongoing assignments • Proven leadership and management skills • Strong skills and managerial knowledge of credit and debit card networks and processors • Skills and in-depth knowledge of federal and state regulations governing debit/credit card programs. • Advanced analytical and problem-solving skills • Use a data-driven approach to create and implement strategies and reporting to help mitigate Fraud • Knowledge of all regulations affecting card operations and processing including but not limited to Regulation, E, Regulation Z and the Card Act COMPETENCIES • Accountability and self-management • Communication • Effective knowledge • Innovation and problem-solving • Teamwork and leadership WORKING CONDITIONS/PHYSICAL DEMANDS • Ability to communicate effectively in English, both orally and in writing • Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading • Ability to sit for extended time periods • Sufficient manual skill for operation of PC keyboard and other standard office equipment • Ability to travel, including occasional overnight travel • Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Qualifications

5-8 years of related experience; 3-5 years of leadership/management experience

Does this position require a valid Drivers License?

No Education Level

General and business knowledge equivalent to a bachelor's degree Certifications

None

About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Join a company that grows with you – personally and professionally

Equal Opportunity Employer

Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is:

$70,000+/yr Certifications

None