Fraud Quality Control Officer I

Reports to: Fraud Strategy & Analytics Manager

Functions Supervised: None

Primary Functions: Perform quality control reviews and testing of the Fraud Operations and Dispute Resolution pillars. Conduct sample alert/case reviews for policy and procedure compliance, to include but not limited to decision quality, loss mitigation, case resolution, and regulatory compliance. Perform quality control reviews on member interactions to ensure top-tier member service and respond to consumer complaints. 

Duties and Responsibilities:

1. Possess and maintain a subject matter expert (SME) level of knowledge of Fraud Operations and Dispute Resolution processes, procedures, and systems.
2. Prepare testing plans and scripts for review and sign-off by functional pillar management.
3. Review testing samples, including reports, alerts, cases, disputes, member interactions, referrals, and reimbursements to ensure adherence to established policy and procedures.
4. Review timeliness of Fraud Operations and/or Dispute Resolution activities and escalations for adherence to established policies and procedures.
5. Issue draft and final reports of observations and testing results.
6. Recommend changes to policies and procedures to reduce risk of employee errors, oversights, and malfeasance.
7. Review consumer complaints to ensure timely resolution, identify training opportunities, and propose process improvements.
8. Review member interactions with consideration for the member experience.
9. Present findings to management by conducting presentations and preparing written reports.
10. Assist management to provide knowledge and skills development to department staff, as requested.
11. Collaborate and share testing results with Fraud Strategy Officer and Fraud Reporting Analyst.
12. Contribute to departmental Monthly Business Reviews (MBR), Key Performance Indicator (KPI), and Key Risk Indicator (KRI) reports.
13. Gather data and documentation for assisting Operations Compliance in responding to audits and regulatory exams.
14. Ensure compliance with laws, rules, regulations, policies, and procedures applicable to assigned departments and related credit union activities.
15. Exercise discretion and maintain confidentiality.
16. Perform other duties as assigned.

Education:  High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not Applicable

Experience/Skills: Prior experience in Quality Control, Quality Assurance, Compliance Testing, or Auditing preferred. Knowledge of quality control tools, statistical analysis, and root cause analysis desired. Proactive team member with a demonstrated ability to identify and address challenges, while consistently earning the trust and collaboration of colleagues, employees, members, and external partners. Must have strong oral and written communication skills, and general knowledge of financial transactions. Demonstrates skill in creating high-quality presentations and reports using the full suite of Microsoft tools such as Word, Excel, PowerPoint, and Visio. Demonstrates proficiency in interpreting and implementing regulations and procedures during case evaluations, while consistently upholding objectivity and autonomy. Ability to work independently with strong problem-solving and de-escalation skills required.

Tenure:Assignment to the Fraud Quality Control Officer I (Category 10), or Fraud Quality Control Officer II (Category 09) position will be determined by the candidate's education and/or experience. Advancement requires management recommendation and will be based on the candidate's experience and performance.

Salary Pay Range:

• Fraud Quality Control Officer I (Category 10): $63,233 - $99,908 annually
• Fraud Quality Control Officer II (Category 09): $69,557 - $112,677 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer