This is a hybrid position with a combination of both remote and in-office work.

Northwest Community Credit Union believes in providing our employees an environment where they can flourish personally and professionally. We are proud that we have never lost sight of our founders' commitment to providing each individual, and our community, with uncommon care. Join a team with a rich heritage of serving our region for more than 70 years!

Northwest Community Credit Union serves members from offices in 14 locations across Oregon.

Northwest Community Credit Union recently announced plans to pursue a merger with TwinStar Credit Union of Lacey, WA. We continue to hire for all posted positions while taking into account the needs of our combined future organization. Pending a “Yes” member vote, NWCU employees will be combined with TwinStar employees at the time of our anticipated legal merger date, which is sometime in 2023. We're eager to take advantage of the expanded opportunities for professional development and growth that the new organization can create, together.

Fraud Analyst

Wage: $19.47 - $22.14 (dependent on knowledge, skills and abilities)

Position Primary Purpose:

Responsible for minimizing the Credit Union's exposure to loss from fraudulent activity. Handles a high volume of inbound calls regarding primarily debit fraud and merchant dispute related issues. Follows all procedures and instruction for professional investigations and resolution of credit union fraud disputes.

Responsibilities:

• Answers and solves membership issues over the phone regarding fraudulent activity. Completes dispute forms applicable for various merchants and claim types.
  
• Researches and analyzes account activity using various resources and tools to detect potentially fraudulent activity and takes appropriate action by following claim filing protocols.
• Navigate through fraud suspect interviews and perceive deception through conversation, making real-time determinations on the phone.
• Provide support and needed information departments and branches regarding escalated fraud concerns.
• Identifies potential credit union and financial industry fraud trends and communicates necessary information to Security, Risk and Loss Prevention team and management.
• Contacts members and vendors to verify legitimate transactions and information.
• Maintains member follow-up within satisfactory timeframes.
• Monitors transactions and alerts to reduce risk and loss to the Credit Union.
• Responds to and investigates all reports of external fraudulent activity including but not limited to: Visa, ATM, checks, loans, and branch transactions.
• Navigate through fraud suspect interviews and perceive deception through conversation, making real-time determinations on the phone. May take escalated calls from other departments.
• Assists in identifying training opportunities for credit union employees to recognize fraud attempts and prevent fraudulent activity.
• Ensures all applicable state/federal rules, regulations including credit union policies and procedures are adhered to in carrying out the duties and responsibilities.
• Uses all resources available for research purposes.
• Seeks out information and procedures from subject matter experts outside of department, implements into personal and departmental resources.
• All other duties as assigned.

Previous Experience:

A minimum of three (3) years' experience in a customer service area of a financial institution preferred, showing a progression of increasing responsibility.

Minimum Requirements:

High school diploma (GED equivalent) required. ACFE, CFE or ACFS certifications desirable. Financial institution experience is preferred.

Demonstrated Abilities:

• Ability to organize work to meeting deadlines to support members.
  
• Effectively handle a high number of incoming calls from members and other departments.
• Effectively perform investigations relating to primarily debit fraud or debit merchant dispute cases, fraud trends, contained events, or individuals. Thoroughly exploring and understanding the subject of the investigation and being able to reach a conclusion based on the investigation.
• Comprehensive understanding of system tools and data sources as well as ability to explore subjects from different angles for more complete understanding.
• Fundamental understanding of departmental data as presented monthly with value emphasis on loss performance.
• Being able to document, correlate, and present data as a report to summarize any investigations and support any conclusions reached.
• Ability to work collaboratively, sharing knowledge freely with other team members.
• Ability to understand and utilize assigned systems.
• Proven analytical and problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Must have the ability to communicate effectively orally and in writing.
• Must maintain confidentiality.

Benefits & Other Compensation:

Employees (and their eligible family members) are eligible to enroll in a generous benefits package including health, vision, dental, life and AD&D insurance. Employees will also receive company provided life, AD&D, and long-term disability coverage and after 60 days may participate in the company's 401(k) retirement plan where the company matches an employee's contributions at 150%, up to 5%, after one year of service. Additionally, employees will receive up to 11 paid holidays throughout the calendar year, a minimum of 12 days of paid time off (PTO) each calendar year, and 13 weeks of paid leave used when on an approved state or federal protected leave or in compliance with company policy.

The hired applicant will also be eligible for role specific variable compensation in accordance with the established plan documents.

Equal Opportunity Employer Veterans/Disabled