Job Description

Fraud/Service Specialist

Department: Audit and Compliance

Reports To: Assistant Vice President Audit & Compliance

FLSA: Non-Exempt

Grade: 7

Date last updated: 03/18/2026

Summary This position monitors account activity to identify fraudulent financial transactions and violations and take measures to prevent losses. Works with other departments to validate transactions. Be first point of contact with members to discuss account activity and to communicate credit union actions and decisions. Collect all member complaints in order to achieve process improvements.

Principal Duties and Responsibilities:

The following represents the majority of duties to be performed by the Fraud/Service Specialist but are not meant to be all-inclusive nor prevent other duties from being assigned when necessary.

• Monitor member account activities and transactions for suspicious patterns using fraud detection systems.
• Develop and maintain fraud and service failure procedures.
• Investigate and resolve suspected or reported fraudulent activities.
• Coordinate with internal departments and external entities as necessary during fraud investigations to contain and mitigate the impact of confirmed fraud incidents.
• Collaborate with department staff across the credit union to foster effective relationships, develop operationally-sound fraud procedures, and promote teamwork in order to combat fraud at all levels and types.
• Document and maintain records of all investigations for compliance and reporting purposes.
• Collaborate with IT and other relevant departments to strengthen fraud detection systems.
• Keep abreast of the latest fraud schemes pertinent to credit unions and update management as appropriate.
• Collaborate with other financial institutions and regulatory bodies to share best practices and intelligence about fraud trends.
• Maintain close communication with law enforcement agencies and assist in investigations when required.
• Handles all fraud related concerns, processes all fraud alerts (debit, credit, check fraud, P2P and others).
• Maintains thorough knowledge of current laws, regulations and best practices related to fraud.
• Provides informed, professional and accurate service and support to all members and employees of the Credit Union by responding to email, messages, and other correspondence.
• Provide reports and feedback regarding fraud and disputes to AVP of Audit/Compliance on a regular basis.
• Develop and recommend fraud prevention strategies to mitigate inherent fraud risks.
• Serves as subject matter expert for systems utilized for fraud.
• Act as repository for all member complaints, whether through branches, phone, NCUA, BBB, etc. and recommend possible training opportunities.
• Recommend process improvements to deliver consistent and world class member experience.
• Performs other job-related duties as required or assigned.

Supervisory Responsibilities This position has no supervisory responsibilities.

Competencies

Cooperation - Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, Works cooperatively in group situations, Works actively to resolve conflicts.

Credibility - Provides reliable and accurate information, Offers fully researched recommendations, Supports organizational values, Takes responsibility for own actions and mistakes, Demonstrates honesty and integrity.

Job Knowledge - Competent in required job skills and knowledge, Exhibits ability to learn and apply new skills, Keeps abreast of current developments, Requires minimal supervision, Displays understanding of how job relates to others, uses resources effectively.

Sales and Service (INSPIRE SALES and SERVICE) - Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on & responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, explains product features & benefits, recommends products to members, and overcomes objections.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Associate’s degree from two-year college or technical school and 1-3 years’ experience, or equivalent combination of education and related experience.

Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Computer Skills To perform this job successfully, an individual should have knowledge of Database software, Internet software; Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations:

Other Skills and Abilities: Ability to work independently to perform assigned accountabilities, as well as able to independently identify work that needs to be done. Strong organizational skills.

Other Qualifications: Displays willingness to make decisions. Takes innovative approaches to challenges. Ability to establish collaborative relationships to achieve organizational objectives.

Physical Demands and Work Environment The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment is usually quiet.

Salary Description
$18.50-$28/Hr., Grade 7