Supervisor - Card Investigations

TITLE: SUP - CARD INVESTIGATIONS STATUS: EXEMPT REPORTS TO: MGR - CARD INVESTIGATIONS DEPARTMENT: CARD INVESTIGATIONS JOB CODE: 5006PAY RANGE: $93,700.00 - $94,000.00 ANNUALLYGENERAL DESCRIPTION: Directs and manages the Card Investigations team responsible for preventing, responding, and detecting fraudulent activity on the credit union's new accounts opening process, real time payments and card portfolio for both consumer and business accounts. When fraud is identified, claims are filed to support and protect the member's financial assets. Quickly responds to mitigate and prevent any potential fraud losses or negative member impact. Communicates, interacts, and provides assistance to senior management, members, and branch/department personnel ensuring compliance to regulations, standards and procedures. Supervises staff performance and functions, to ensure accurate, timely, and efficient workflow, timely and accurate resolution of all claims and informational reporting to monitor trends and activity. Includes all Zelle, credit, debit and ATM card claims. Leadership Objectives at Golden 1 Credit Union: Elevate to a High-Performing Team: Manage, develop, and coach talent to build a strong, engaged team. Own the Risk: Take full ownership of risks associated with processes within the role's mandate. Execute Flawless and Efficient Processes: Own all processes, including requirements, systems, execution outcomes, member experience, metrics, reporting, and communication. Cultivate Peer Relationships: Build and maintain strong collaborative relationships across the organization. TASKS, DUTIES, FUNCTIONS: Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff. Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations. Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Analyze, maintain, and process investigative caseloads of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry Monitor and maintain control of department workflow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense. Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence. Maintain ongoing expertise regarding established procedures, credit union rules, regulations, policies, and practices. Ensure departmental compliance with established security and internal audit controls. Serve as administrator for MasterCard and VISA Resolve Online systems, Administer the systems including user training and system updates. Recommend enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations. Report and provide data tracking increased fraud trends. Oversee the testing and validation of system enhancements. Review monitoring reports to discuss coaching opportunities related to call quality, quality assurance and overall production and performance of the team. In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service. Other duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required for interaction with members, staff, and contacts Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Branch management and staff, Centralized Lending, Accounting, Member Services, Member Care, Records, Card Operations, Compliance, and Auditing. EXTERNAL: Members, Merchants, Acquirers, Issuers, Association, Vendors, and Processors. QUALIFICATIONS: EDUCATION: Successful completion of a high school curriculum is required. Associate's degree in criminal justice, Business, or comparable discipline or equivalent work experience is preferred. EXPERIENCE: 5 years of financial institution experience with at least 3 years' processing or investigating multiple types of fraud. 2 years of Visa Credit/Debit card fraud claims and disputes. Previous Supervisory/Management experience preferred. KNOWLEDGE / SKILLS: Strong oral and written communication skills, including presenting to groups High level of dependability, self-motivation, and sense of urgency to meet deadlines Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities. Knowledge of operations, policies, and procedures Ability to lead a team for projects Enthusiasm and interest in card fraud and related services Strong sense of ethics and professionalism Knowledge of automated database programs, ten key, facsimile machine, personal computer and related software, electronic banking equipment, and member relation skills Ability to positively communicate suggested solutions and alternate outcomes Ability to multi-task effectively and meet established deadlines. Ability to work with a high degree of independence and use sound judgment Ability to keep and maintain confidential information PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with frequent mobility throughout the department to assist staff, attend meetings, and accomplish other responsibilities Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Occasional travel (same day or overnight) by car or other public conveyance. Occasional long work hours may be required to accomplish tasks. Occasionally changing work schedule to alternate shifts to cover staff shortages and/or high-volume periods based on business needs. LICENSES / CERTIFICATIONS: THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 01/30/2026

Created: 2026-03-04