• Analyze and process Debit/ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit/ATM fraud cases with current dispute processor through end of lifecycle.
• Conduct additional research and follow through on more complex cases. Investigate member transactions through comprehensive research, including but not limited to review of CCTV video.
• Ensure clear, concise, and compelling research is logged and documented thoroughly. Prepare detailed written reports for periodic fraud and dispute tracking purposes. Present factual documentation and action recommendations to leadership.
• Effectively communicate status and decision to cardholder both through written and verbal communication.
• Research, follow through, and resolve other complex situations, issues, and complaints from members.
• Handle member inquires, process card user changes, and provide written notice to confirm changes and authorizations.
• Process daily work queue tasks and reports.
• Assists branches and other teams with researching information for members.
• Provides ongoing refresher training to team members based on quality reviews, and regulatory updates.
• Monitors and evaluates dispute handling for accuracy, timeliness, and adherence to regulatory requirements
• Work closely with Branch Support Leaders to maintain training material and resources to support consistent and compliant dispute investigations

• Work with cross-functional teams to identify fraud patterns and make procedural adjustments to help mitigate fraud loss and reduce exposure to losses regarding Debit/ATM cards, ATMs, and fraud mitigation.
• Contribute or lead other special projects which reduce chargeback losses while maintaining focus on positive member experience

• Responsible for keeping accurate records and reports on all transactions and for learning and updating credit union policies and procedures in accordance with any changes to legislation or government regulations.

• Accountable for Debit/ATM card controls including but not limited to replacement of lost and stolen cards, restricting card usage, revoking card or other services, issuing additional cards, and processing claims related to inappropriate card usage by members.

• Ensures compliance with rules and regulations governing cards. Knowledgeable about state, federal, and local rules and regulations, restrictions and requirements relative to the risk exposures inherent in the Credit Union operations.
• Work directly with legal counsel and appropriate law enforcement or government agencies as necessary.

• Must adhere to all member service standards as set forth by the credit union.
• Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.
• Performs other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree preferred plus a minimum of three years of loss/fraud prevention experience or card services experience, and at least five years related experience and/or training; or equivalent combination of education and experience.
• Highly complex analytical ability required to independently resolve not only external member issues, but to provide resolution to branch, team members, members, auditors and regulators on complex situations.
• Ability to respond objectively and appropriately to common inquiries from credit union members, team members, business partners, regulatory agencies, or members of the business community.
• Ability to read, analyze, and interpret common technical journals, financial reports and information, and appropriate legal documents.
• Must fully understand Credit Union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Professional appearance and demeanor.
• Thorough knowledge of credit union's computer system for performing basic input/output tasks.
• Must have excellent interpersonal, verbal and written skills.
• Superior quantitative and analytical skills.
• Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.
• Ability to operate computer system including input, output, and inquiry to member accounts and other account information required in the member service function.
• Thorough knowledge of Credit Union's computer system for performing complex input/output tasks. Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software programs: Microsoft Word, Microsoft Excel and supporting card based systems.
• Ability to confidently and effectively present information verbally to senior leaders and members.
• Familiar with the differences in a basic number of products and services offered by other financial institutions to those offered by the Credit Union.
• May be required to become certified as a Notary Public for the purpose of verifying signatures, executing documents and obtaining information.
• May be required to appear at legal proceedings.
• Ability to maintain composure under stressful situations.
• Ability to maintain confidentiality of sensitive information.

• 500+ team members
• 32 locations spanning Grand Rapids, Jackson, Lansing, Muskegon and throughout Metro Detroit
• Industry leader in community support and charitable giving through the Michigan First Foundation
• Member Services Call Center operates 24/7/365
• Over $1.5 Billion in assets

• 2025 Best & Brightest in the Nation
• 2025 Best & Brightest in Metro Detroit
• 2025 Best & Brightest in West Michigan
• 2025 Best Credit Unions to Work For
• 2025 Crain’s Cool Places to Work in southeast Michigan
• 2025 Detroit Free Press Top Workplaces
• 2025 Financial Services Top Workplaces
• 2025 Fall Culture Excellence Top Workplaces
• 2024 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
• 2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)

• Very competitive pay
• Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
• 401(k) - 100% match up to 5% deferral
• Tuition reimbursement for both Undergraduate and Graduate degree program
• Access to a complimentary concierge service that assists with nearly any item on your to-do list
• Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
• Wellness initiatives and events throughout the year to help team members stay healthy
• Loan discounts for certain secured and unsecured loans and mortgages
• Opportunities for pay increases, incentives and profit-sharing, based on performance
• Onsite subsidized top notch Cafe 26 for team members' use
• Onsite bowling center