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Co-op services Credit Union Fraud Detection Analyst I in Urbandale, Iowa

The Opportunity

We are seeking a talented Fraud Detection Analyst I to analyz credit and debit accounts and transactions to detect potential fraud, trends and patterns while maintaining the highest level of customer satisfaction.

Hours: Monday and Friday 5pm - 11pm and Sunday 2:30pm-11pm

What You Can Look Forward to

  • Identifies, analyzes, and monitors accounts and transactions to mitigate fraud losses.

  • Review accounts and transactions that have been determined to be high risk and take appropriate actions.

  • Communicate with cardholders through inbound and outbound phone calls, and other communication methods.

  • Complete lost/stolen reports on confirmed fraud accounts.

  • Monitor job-related reports/activities to ensure quality standards are met.

  • Continually maintains professionalism, exceptional quality, and a high level of customer service to our clients and their members.

  • Maintain acceptable production standards, which include but are not limited to phone statistics, fraud detection statistics, productivity statistics, attendance standards, and quality standards.

  • Quality standards must be maintained at or above the departmental standards.

  • A high level of customer service and professionalism must be met at all times.

  • Consistent communication of fraud trends, and patterns.

  • Indentified fraud patterns and trends must be communicated to the department in a timely manner.

  • Communication must be professional and appropriate.

  • Proactively pursues skill blocks education and shows expected progress on learning plan.

  • Assumes responsibility for own learning plan and actively demonstrates a desire to learn.

  • Supports the strategic future, culture, and leadership practices.

  • Actively participate and contribute in team meetings.

  • Recommend changes to improve team performance.

  • Maintain a professional demeanor at all times by handling all interactions in a courteous, calm, and composed manner.

  • Demonstrates teamwork through positive interaction and a willingness to learn from others.

  • Consistently demonstrates teamwork with internal and external clients.

  • Demonstrates the ability to partner with internal and external clients to determine the best resolution.

  • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You’ll Need to Succeed

  • 1-2 years credit card product knowledge and experience.

  • Call Center/Customer Service experience.

  • Ability to navigate in a Windows environment and through different systems quickly.

  • Strong verbal and written communication skills required.

  • Strong analytical skills required.

  • Excellent problem solving abilities required.

  • Cooperative spirit of a team player.

  • Self-motivated, minimal supervision required.

  • The commitment to maintaining professionalism under stressful conditions.

  • Prioritize and complete multiple tasks in a high production environment.

  • High customer stratification and professionalism.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their value; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP’s commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

  • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

Job LocationsUS-IA-Urbandale

Req No.2020-6632

CategoryBusiness/Client Support