Patelco Credit Union

  • Card Fraud Analyst

    Job Locations US-CA-Pleasanton
    Req No.
    Risk Management
    Regular Full-Time
  • Overview

    We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.


    About Patelco Credit Union

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 


    The Opportunity

    In this role, responsibilities will include processing, reviewing, and auditing new debit/credit card fraud claim cases. Perform a variety of card operational duties related to the operation of the Electronic Funds Transfer (EFT) process. Accuracy in decision-making and data-input as well as timely response to stages of card claim essential .This includes working card fraud cases through the entire lifecycle of the case to ensure optimum outcome for cardholder and credit union. Must ensure uninterrupted service to members, work within regulatory timeframes and meet compliance requirements. Provide exceptional service and open communication internally and externally when assisting members and working with processors/merchants. Candidate must possess the ability to analyze cases and reports.  Must be able to collaborate within the department and other areas of the business.  Additionally, he/she will interact directly with members and merchants, and other financial institutions, when applicable.


    • Work assigned card fraud cases to maximize outcome to cardholder and credit union
    • Ensure recovery of funds associated with card claim
    • Review and maintain accurate records on repeat card claim acct holders with multiple cases to minimize losses.
    • Take action to ensure that regulatory and compliance requirements are met with respect to the card case, and remediating immediately if they are not met
    • Use systems and platforms to accurately process and capture transactions and case management.
    • Conduct regular cases reviews of standard reports to analyze existing data and identify any inconsistencies or additional areas of opportunity. Report findings to management.
    • Process account maintenance, including placing flags and holds on accounts and cards to minimize loss exposure to the Credit Union. 
    • Protect the confidentiality of all financial and personal data relating to Card Services and Credit Union operations and its members.
    • Utilizes multiple systems and critical applications necessary to properly maintain Member accounts.
    • Comply with federal regulations such as Regulation E, Regulation CC, Regulation D and Regulation Z in performing day to day operations.
    • Comply with EFT network operating rules and regulations of Fiserv, STAR, CO-OP, Visa/MasterCard, FSCC and Share Branch including the Credit Union in performing day to day operations.
    • Review, research and resolve member disputes in conformance to Regulation E and network operating rules and regulations.
    • Review, analyze and monitor risk management and fraud research reports to determine suspicious card activities on members’ cards or accounts to minimize loss exposure to the credit union.
    • Balance, reconcile and prepare general and subsidiary ledger accounts including resolving discrepancies between the GL and chargeback/re-presentment events
    • Assist in the fraud/dispute classification of card cases
    • Identify and prepare card charge off report; ensure accuracy of info contained in the report
    • Handle member and employee calls and email inquiries including making outbound calls to members regarding member’s card activities. May make recommendations in resolving issues relating to members account.
    • Works to achieve department and credit union goals.
    • Independently identifies problems and communicates issues to management.


    • Bachelor’s degree preferably, AA degree or equivalent work experience
    • One to two years related business experience required
    • Strong working knowledge of card processes, including disputes, chargeback and card investigations.
    • Excellent oral/written communication and strong interpersonal and problem solving skills
    • Proficiency in computer skills especially Microsoft PowerPoint, Word, Excel, Published
    • Prior experience with Verafin software preferred.
    • Familiarity with Summit Information Systems a plus.


    • Knowledge of basic accounting procedures, good arithmetic skills, and back office experience.
    • Knowledge of network and settlement reconciliation procedures
    • Experienced with fraud investigations preferred
    • Good written and oral communication skills
    • Ability to learn and apply new information
    • Ability to analyze and solve problems
    • Ability to interact with staff, members and others encountered in the course of work
    • Must have good working knowledge of Microsoft Applications (Excel, Word and Outlook) 
    • Credit Union experience preferred
    • This position is based in our Pleasanton headquarters.
    • Infrequent travel to branch offices and MCC may be occasionally necessary as well as external conferences and/or professional meeting.
    • Preferred hours: 8:30 a.m. to 5 p.m., Monday-Friday


    IND 123 

    Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability



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