Patelco Credit Union

  • Card Fraud Investigator

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

    In this role, primary responsibilities will include working and investigating card fraud cases, triaging cases, and identifying card fraud cases for investigatory follow-up. Use fraud detection tools and investigative skills for mitigation and control of credit union fraud and operational risk in the card space. Work card fraud cases and complete associated tasks through the lifecycle of the case to maximize outcome for cardholder and credit union. This may involve direct communication with merchant and cardholder as part of the investigation as well as Patelco’s card processor for risk management efforts. Provide training and support to other card personnel and organizational stakeholders.  Work accurately, comprehensively, and timely to case completion. Assist in accurate reconciling of GL and preparation of ATM card fraud charge off report. Report trends and patterns that affect cardholder population negatively or positively to credit union management.


    • Performs review of incoming card fraud cases.
    • Assessing card case to determine impact to credit union and cardholder, prioritizing those cases that have particular monetary or reputational impact, and taking action to ensure those cases are worked accurately, comprehensively, and timely so that now opportunities are missed
    • Logs, works, and updates card cases in case management platform.
    • Assigns and performs follow-up tasks for themselves and other organizational stakeholders.
    • Take action to ensure that regulatory and compliance requirements are met with respect to the card case, and remediating immediately if they are not
    • Performs investigations on card cases categorized as fraud, accessing necessary information and platforms to bring investigation to a resolution.
    • As instructed by management, timely review for approval/denial all high dollar provisional credit requests within designated dollar limits
    • Works to identify card Breaches events and trends; initiates card breach response according to procedures
    • Works with management as-needed to develop departmental card fraud procedures
    • Initiates chargebacks through relevant network when appropriate in ATM PIN/POS fraud cases
    • Maintains accurate GL status and reconciles GL on ongoing basis as basis for card chargeoff preparatin
    • Communicates with internal team members, members, and/or vendors via phone, email, and in-person to obtain additional investigation information working to maintain account holder privacy and data integrity while avoiding 3rd party disclosure.
    • Perform/originate chargebacks on POS/ATM PIN cases to ensure recovery to Patelco
    • Work w/ processor/vendor (COOP) to identify issues with and enhancements to card rules/strategy
    • Work w/ Law enforcement for photo/video requests
    • Identify and analyze suspicious activity by using investigative resources which includes exception reporting, surveillance photos and system reports.
    • Review and maintain accurate records on repeat card offenders with multiple cases to minimize further/future losses.
    • Process account maintenance, including placing flags and holds on accounts and cards to minimize loss exposure to the Credit Union.
    • Utilizes multiple systems to properly maintain Member accounts.
    • Performs daily review of exception and risk reports assigned to them
    • Reviews potential fraudulent accounts for the prevention and detection of fraud.
    • Communicates with members (primarily in writing or phone) as necessary in a professional and courteous manner to support the investigation and obtain needed info.
    • Maintains thorough and current knowledge of all federal, state, and local regulations as well as internal policies and procedures and credit union products and services.
    • Manages fraud and risk records on case management system.
      Other duties as assigned to meet business needs, including other non-card fraud related investigations
    • Provide support departmental management on projects related to the card fraud/other departmental related project


    • Bachelor’s or AA degree in business related discipline or equivalent preferred.
    • 3+ years prior relevant card and/or card fraud experience in a credit union or bank operations environment.
    • Strong working knowledge of card processes, including disputes, chargeback and card investigations.
    • Working knowledge of fraud investigations. CFE accreditation a bonus.
    • Able to work independently, exercising sound judgment in a high volume operational environment
    • Familiarity with Summit Information Systems a plus
    • Prior experience with Verafin case management software preferred.
    • Familiarity with and proficiency in Microsoft Office Suite – Excel, Word, Outlook

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


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