Electronic Fraud Investigator (Remote in VA, NC, MD, SC, GA, PA ONLY)

The Electronic Fraud Investigator ("Investigator") will complete detailed case analysis of fraud and disputes for ACH, Bill Pay, Debit Card, Person-to-Person, and Remotely Created Check transactions. The Investigator will have experience investigating fraud and dispute claims and ensuring compliance with federal laws and regulations and payment channel operating rules with respect to the timeframes that govern disputed transactions, and have a strong understanding of chargebacks involving fraudulent activity and providing resolution to control financial loss to the bank and its customers. As needed, he/she will assist customers and internal partners with risk related inquiries, including account reviews, fraudulent and other high-risk activity to ensure accuracy of information and completed documentation provided by customers.

Position Accountabilities

• Research and compile evidence and review appropriate documentation to complete investigation of transactions throughout the dispute process lifecycle including, processing chargebacks, creation and submission of rebuttal statements in response to merchant representments, posting provisional credit, calculating and posting of fees and interest resulting from unauthorized charges, recovery of chargebacks, posting losses, documenting cases, sending customers a provisional and/or final written notice of resolution, and preparing documentation for retention.
• Utilizes internal and external data sources to conduct research, including internet searches, applicable bank system, etc. This will include contact with external parties such as merchants, other financial institutions, and others as needed.
• Maintain or exceed established service level agreements and guidelines for timely resolution to minimize potential losses
• Work effectively with internal partners including, but not limited to Customer Contact Center, Consumer and Business Banking Branch Teammates, Treasury Services, and Financial Investigations Unit to resolve escalations, assist in completion of required affidavits and/or forms, and obtain information necessary for submission of chargebacks and returns
• Provides branch and call center support on questions/concerns related to fraud and dispute claims
• Identify and recommend workflow and process improvements, influencing dispute processes and fraud mitigation strategies
• Maintain thorough knowledge of NACHA ACH Rules, Regulation CC, Regulation E, Visa Dispute Rules, and Unfair, Deceptive or Abusive Acts or Practices (UDAAP) to investigate and process all phases from initial claim to arbitration or closeout within specified regulatory timeframe
• Identify and report possible fraud trends, anomalies, or patterns to management for fraud detection improvement to mitigate risk for the Bank and our customers
• Work with management and other departments to ensure frontline dispute handling procedures are being followed precisely to maximize positive customer dispute experiences and to reduce Bank risk of fraud and dispute losses
• Submit Unusual Activity Referral as applicable
• Attend NACHA, Reg E, and Visa training/seminars to maintain expertise and remain current with any processing or regulatory changes
• Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to management.
• Performs all other job duties as assigned by FIU leadership
• Provide high degree of professionalism and confidentiality in handling and having access to sensitive information

Organizational Relationship

This position reports to the Electronic Fraud Manager

Position Qualifications

Education & Experience

• Bachelors' degree in a related field is preferred
• Debit card chargeback/dispute experience and/or ACH dispute work is strongly preferred
• Strong knowledge of NACHA rules associated with returns is strongly preferred
• 3-5 years of banking or financial industry experience
• 3+ years' experience in fraud or dispute processing, including intake and/or investigations REQUIRED
• Certification as a fraud professional (i.e. CAFP, CAMS, CFE) is preferred

Knowledge & Skills

• Strong computer skills and ability to analyze information, think through difficult problems, and make critical decisions based on regulations and established guidelines
• Superb attention to detail and quality focused
• Ability to manage multiple priorities and meet associated deadlines
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, etc.
• Demonstrated knowledge of regulations such as Regulation CC and Regulation E, as well as NACHA ACH Rules and Visa Operating Rules with a focus on fraud and disputes
• Adept knowledge of Microsoft Word, Excel and Outlook
• Excellent written and verbal communication skills with the ability to explain complex fraud issues in a logical, clear and concise manner
• Ability to work with minimal supervision

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.