The Card Fraud Support Specialist is the main source of operational knowledge for the SharePoint CU Visa Credit card and Mastercard Debit card portfolios. This position will process the administrative operations of the card programs, including debit and credit card issues and transactions with a focus on fraud and disputes, and other duties associated with the operational effectiveness of the credit union’s card programs. This position will assist with marketing and lending initiatives, by providing operational set-ups, procedures, and facilitating third-party communication/collaboration.  

Hours: This is a full-time position (40 hours/week). Shifts for this role will vary between the hours of 8:30am-5:00pm Monday-Friday. 

This position will be in-office. 

Hourly rate: $25.00-$28.00

Essential Functions & Responsibilities:

To perform all duties associated with the administration of the SharePoint CU Visa Credit and Mastercard Debit portfolios.

• Provide excellent service to Members and SharePoint CU Employees.  This includes maintaining a full knowledge of card service products, timely response to Member requests, and establishing       

       guidelines and procedures for all card-related activities.

• Manage all card related disputes, per regulation, including the preparation of fraud dispute letters, dispute file maintenance, posting and revoking of credits as applicable, and tracking. 

• Act as a liaison with Premier Fraud specialist at Velera with support from the Fraud Mitigation Specialist

• Work closely with the Fraud Mitigation Specialist to address fraud patterns and provide recommendations on card fraud rules and controls.   

• Answer member card fraud and dispute inquiries, including card vendor support ticket submission and follow-up.  Handle member escalations regarding claim denials.

• Review fraud/risk reports daily, weekly, and monthly reports from Credit and Debit card processors to mitigate fraud.  

• Provide timely communication to staff on card fraud-related trends and incidents and train staff on fraud and dispute processes. 

• Monitor and act on communication from our card vendor specifically tickets related to fraud/dispute claims.

• Stay up to date on the latest card fraud trends.  Assist with the implementation of new products and features associated, including the training of staff. 

• Review VISA fraud packets and perform the monthly fraud related Visa charge-off process as needed.

• Assist the Finance team with GL balancing issues related to card fraud and disputes

• Assist marketing and lending teams with card fraud and dispute related communication

• Back up the Card Services Support Specialist and their duties

• Perform other job-related duties as assigned

Knowledge and Skills:

Three years to five years of similar or related experience.

Education (1) A four-year college degree

-OR-

(2) Completion of a specialized and extensive in-house training including third party training modules

Interpersonal Skills 

Work involves a high amount personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion,

requiring diplomacy and tact in communication.

Other Skills 

One or more years of previous experience working with Debit or Credit card systems and dispute processes at a financial Institution is preferred.

Excellent organizational, multitasking, written and verbal communication skills.

General office skills (including Word and Excel) and data entry experience preferred.

Good Member service and service recovery skills needed.

Ability to work independently on issues, seeking information from third-parties or training documentation when needed to solve problems.

Working knowledge of Regulation E and Regulation Z 

Physical Requirements

Orientation: This position primarily requires sitting, some standing and walking.

Talking: The ability to express or exchange ideas by means of spoken word to

communicate information to members and coworkers.

Hearing/Listening: The ability to perceive and react to the nature of sounds by ear.

Lifting: The ability to occasionally lift/lower objects of between 10 and 25 pounds.

Reasonable accommodations to these requirements will be made for employees with

disabilities.

Work Environment: Position is located in a typical office environment. Lighting and temperature levels will be moderate, and noise levels are generally quiet.

Hours:

Full Time: 38-40 hours per week. Shifts may vary between the hours of 8:30am-5:30pm Monday-Friday and 9:00am-12:00pm Saturdays. This role will require 2-3 Saturdays a month.

Role:

To assist members with their financial transactions. This includes but not limited to cash and non-cash depository transactions and account administrative task and general member and account support.

This position will be housed primarily out of our Medina location, but may need to assist our other locations on occasion, as needed.  

Responsibilities:

• Greets each member in a courteous and professional manner.
• Receives and processes member financial transactions including deposits, withdrawals, loan payments, transfers, cashier's checks, money orders and cash advances.
• Accurately balance cash drawer and checks.
• Processes check orders, Instant Issue debit cards.
• Cross sells appropriate credit union products and services.
• Verifies transactions, monitors deposit accounts, and examines documents for proper endorsement and negotiability. Detects and resolves discrepancies promptly.
• Assist members with travel notes, completion of forms for disputed and fraudulent transactions.
• Actively listen to account concerns to offer applicable resolution to the member and/or internal member.
• Open Certificates of Deposit for existing members.
• Close accounts as directed.
• Completes mandatory forms such as CTRs.
• Reports suspicious member activity to manager for completion of SARs.
• Performs a variety of miscellaneous tasks including processing name and address changes, filing, scanning, computer input, verifying scanning and auditing new accounts.
• Answers phones and responds to members requests, problems, and complaints in a courteous and professional manner. If applicable, directs them to an appropriate person or department for additional assistance.
• Perform all duties listed above and other related duties as assigned.

Performance Measurements:

• To provide friendly, professional, personal service to all members.
• To successfully recommend appropriate new products and services to members.
• To understand and follow all credit union procedures and policies.
• To balance at least 98% of the time
• To have no more than one posting error per month.
• Maintain a professional working environment.
• Promptly resolve members requests and/or complaints.

Knowledge and Skills:

Experience: Up to six months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job.
Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills:

Employees should have:

• Excellent listening and communication skills
• Telephone etiquette
• Problem solving skills.
• Organization and attention to detail
• Ability to handle stress and work under pressure.
• Member focus and ability to enjoy interactions with people.
• Product and service knowledge
• Proficiency with computers, required software (including financial programs and Microsoft Office) is required.

Physical Requirements:

Orientation: This position primarily requires sitting and walking.

Standing: the ability to stand for an extensive amount of time.

Talking: The ability to express or exchange ideas by means of spoken word to communicate information to members and coworkers.

Hearing/Listening: The ability to perceive and react to the nature of sounds by ear.

Lifting: The ability to occasionally lift/lower objects of between 10 and 25 pounds. Reasonable accommodations to these requirements will be made for employees with disabilities.

Work Environment: Works in a typical office environment, Lighting and temperature levels will be moderate, and noise levels are generally quiet.

As a SharePoint employee, you will receive:

Affordable insurance options for Medical, Dental, Vision, and more!
Company-paid Life/AD&D, and Short-Term/Long-Term Insurances
Generous PTO offerings
Paid holidays generally include New Years Day, MLK Day, Presidents Day, Memorial Day, Independence Day, Columbus Day/Indigenous Peoples Day, Veterans Day, Thanksgiving Day, and Christmas Day
401(k) and an employer match 

About Us:

SharePoint CU is a member-focused credit union committed to delivering exceptional financial services and strengthening the communities we serve. With a strong foundation and a forward-looking strategy, we are seeking a Controller to help lead our accounting function and support continued growth.

Position Overview:

The Controller is responsible for overseeing all accounting operations, financial reporting, and internal controls. This role ensures the integrity of financial information, compliance and regulatory requirements, and supports strategic decision-making through accurate and timely financial insights.

This is a full time position: 40 hours per week 8:30am-5:00pm Monday-Friday. Some flexibility in availability may be required based on business needs. This is an In-Person role with Hybrid option available.  

Key Responsibilities:

• Lead daily and monthly accounting operations. 
  
• Prepare and review financial statements.
• Ensure compliance with GAAP and regulatory requirements.  
• Manage the annual audit process and serve as primary liaison with external auditors.
• Develop, implement, and maintain strong internal controls and accounting policies.
• Oversee budgeting support and variance analysis.
• Partner with executive leadership to provide financial insights and recommendations.
• Mentor and develop accounting team members. 

Qualifications:

• Bachelor's degree in Accounting, Finance, or related field (CPA preferred)
• 5+ years of progressive accounting experience, preferably within a credit union or bank
• Strong knowledge of GAAP and financial reporting requirements
• Experience with audits, internal controls, and regulatory compliance
• Proven leadership and team management experience
• High level of integrity, attention to detail, and analytical capability

As a SharePoint employee, you will receive:

Affordable insurance options for Medical, Dental, Vision, and more!
Company-paid Life/AD&D, and Short-Term/Long-Term Insurances
Generous PTO offerings
10+ Paid holidays  
401(k) and Employer Match