Card Security Representative I

Redwood Credit Union is seeking a Card Security Representative I, who will Assists with the resolution of plastic card dispute and fraud claims according to applicable laws and regulations, and Visa Dispute Resolution Rules. Provide excellent service to Members and team members.

Key Responsibilities

Member Servicing:

• Process plastic card fraud and dispute claims per Visa and regulatory guidelines
• Manage provisional credits and Member communications
• Handle chargebacks, representments, and arbitration cases
• Maintain accurate fraud/dispute logs and audit claim recovery efforts
• Monitor Verified by Visa fraud activity and report Points of Compromise
• Respond to Visa CAMS alerts and coordinate cardholder notifications
• Support Falcon Fraud Monitoring via alerts and reporting
  
  
  

Operations:

• Compiles the Visa DPS Falcon Fraud Report and distributes it
• Audits all incoming claims to ensure all are accounted for in the Dispute Database
• Audits the Fraud Cards Closed to ensure all cards have been captured/closed
• Audits the Chargeback Completed Queue to ensure all chargebacks have been completed within Reg E timeframe
• Audits the EMV Liability Chargeback Claims Queue to see which merchants are not EMV complaint and which are compliant so we’ll know which merchant we can chargeback unauthorized purchases
• Audits the Verified by Visa (aka 3DSecure) fraud claims to see which merchants’ fraudsters are leveraging for transactions
  
  
  

Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 29th largest credit union in the U.S. and the largest financial institution based in the North Bay
• Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial
• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"
• Recognized by Newsweek as one of "America's Best Credit Unions 2024"
• Recognized by Forbes as one of “America’s Best Small Employers 2023"
• Voted Best Places to Work in the North Bay 20 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S
  
  
  

Minimum Qualification: Knowledge, Skills and Abilities

• Thorough knowledge of a PC and skilled in the use of word processing, spreadsheets, intranet, Internet and office equipment
• Knowledge of basic Visa transactions including finance charges
• Knowledge of ATM and Visa dispute process
• Excellent oral and written communication
• Ability to prioritize and successfully manage multiple tasks and deadlines
• Ability to work and act independently and confidentially
• Ability to analyze situations and recommend workable solutions
• Ability to effectively research and report data
• Ability to distinguish and process confidential material and information with discretion
• Ability to establish and maintain effective working relationships with a diverse group of people
• Ability and desire to work in a team environment
  
  
  

The ideal candidate has a combination of education and experience equivalent to a high school diploma or equivalent to one year experience on the Visa FDR system and Co-Op ATM system, and/or credit union or financial institution experience.

Compensation: Base starting range: $23.00 to $31.00 hourly commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement– Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
  
  
  

RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!
  
  
  

Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, twist, and turn
• Ability to lift up to 25 pounds
• Ability to use a computer keyboard and calculator
• Work environment is indoors; majority of the time is spent sitting at a desk
• Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.
  
  
  

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer