Account Resolution Specialist

The Opportunity: Our Delivery Channel Support department is seeking a full time Account Resolution Specialist to join their team. This role plays a key role in supporting credit union members whose accounts have been affected by fraud, unauthorized transactions, or data breaches. This position requires a high level of empathy, attention to detail, and knowledge of financial account security. Guide members through the resolution process while ensuring compliance with internal policies and external regulations.

What You'll Do:

• Serve as the primary point of contact for members reporting compromised accounts or fraudulent activity.
• Quickly assess the situation and take immediate action to secure member accounts (e.g., freezing accounts, resetting login credentials, issuing new cards).
• Provide clear, empathetic, and informed communication to members throughout the resolution process.
• File and track fraud claims in accordance with credit union procedures and regulatory requirements.
• Investigate unauthorized transactions and coordinate with fraud prevention teams, card processors, or third-party vendors as needed.
• Assist members with setting up new accounts, updating automatic payments, and reestablishing account access.
• Educate members on account protection, fraud prevention, and digital banking security tools (e.g., alerts, two-factor authentication).
• Document all interactions and resolution steps accurately in the member database and case management system.
• Maintain confidentiality and protect sensitive member information in all interactions.
• Stay current on fraud trends, regulatory changes, and internal policies related to account security.

What You'll Need:

• High school diploma or equivalent required; associate degree preferred.
• 1-2 years of experience in financial services, fraud prevention, and customer service is preferred.
• Demonstrated knowledge of account security procedures, fraud claims, and regulatory requirements.

• Proficient in Microsoft 365.
• Demonstrated analytical and problem-solving skills.
• Able to initiate and embrace change.
• Excellent interpersonal skills, including written and verbal communication and ability to work in a team environment.