Card & Fraud Services Specialist

ROLE
The Card & Fraud Services Specialist is responsible for performing daily card services and fraud prevention activities to minimize financial loss, support regulatory compliance, and provide exceptional customer service. This position monitors suspicious activity, investigates fraud claims, processes disputes, maintains cardholder accounts, and assists with fraud mitigation efforts under the direction of the Card & Fraud Services Manager. The Card & Fraud Services Specialist works closely with customers, branches, operations staff, and external vendors to ensure timely resolution of card and fraud-related issues. 

ESSENTIAL FUNCTIONS 
This position is responsible for the following functions: 

Fraud Prevention & Risk Management 
• Monitor fraud detection systems and review alerts for suspicious debit and credit card activity 
• Investigate potential fraud cases and document findings accurately and thoroughly 
• Process fraud claims, disputes, chargebacks, and recoveries in accordance with bank policy and regulatory requirements 
• Contact customers regarding potentially fraudulent activity and assist with resolution efforts 
• Recommend account restrictions, card blocks, and other preventative measures when fraud is suspected 
• Escalate complex fraud situations and emerging fraud trends to management 
• Maintain detailed records of investigations and case outcomes 

Card Services Operations 
• Process debit and credit card requests, including issuance, reissues, maintenance, and account updates 
• Perform card account research and resolve cardholder inquiries 
• Assist with transaction exceptions, settlement discrepancies, and processing issues 
• Maintain card-related records and ensure accuracy of customer account information 
• Coordinate with card processors and vendors to resolve operational issues 
• Support testing and implementation of card-related system enhancements 

Customer Experience  
• Provide professional and timely assistance to customers regarding card usage, disputes, fraud claims, and account security 
• Educate customers on fraud prevention best practices and security measures 
• Resolve routine customer issues and escalate complex concerns as appropriate 
• Partner with branch and customer service personnel to ensure consistent communication and service delivery 

Compliance & Risk Management 
• Ensure adherence to applicable regulations, including Reg E, Reg Z, NACHA, Visa network rules, PCI-DSS, and Bank Secrecy Act requirements 
• Follow established policies, procedures, and internal controls for fraud and card services 
• Assist in gathering documentation for audits, examinations, and internal reviews 
• Maintain confidentiality of customer information and sensitive bank data 

Reporting & Administrative Support 
• Prepare routine reports related to fraud activity, disputes, chargebacks, and card operations 
• Track fraud losses, recoveries, and operational metrics 
• Identify process improvement opportunities and make recommendations to management 
• Maintain department files, records, and documentation 

Various other duties as assigned 

QUALIFICATIONS 
EDUCATION/CERTIFICATION: High School Diploma or equivalent required    
Associate degree in business, finance, accounting, or related field preferred  
REQUIRED KNOWLEDGE: Proven experience in fraud investigation and mitigation strategies related to debit card transactions, proficiency in using fraud detection systems and reporting, full knowledge of customer databases and systems utilized by Peoples Bank and Trust, understanding of all PBT policies and procedures related to debit cards and Reg E rules, as well as Visa regulations and requirements
EXPERIENCE REQUIRED: 2+ years banking, card services, deposit operations, fraud prevention, or related experience preferred
SKILLS/ABILITIES: Attention to detail, strong written and verbal communication skills for interacting with customers regarding potential fraud, self-motivation, self-management, ability to consistently follow through on tasks, problem 
solving, organized, analytical, interpersonal, time management, computer literacy, and strong ability to multi-task with the ability to work independently and as part of a team 

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 
TALKING: Ability to speak effectively and communicate clearly   
AVERAGE HEARING: Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel
REPETITIVE MOTION: The employee is regularly required to type throughout the day 
FINGER DEXTERITY: The employee is regularly required to use their hands to type and maneuver a mouse 
AVERAGE VISION: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts) 
PHYSICAL STRENGTH: The employee may occasionally lift and/or move up to 25 pounds (unassisted), as well as stand or sit for long periods of time 
 
WORKING CONDITIONS 
General professional office environment with climate control and adequate lighting. Occasional additional 
hours outside of regular bank service hours to complete tasks.  

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 
REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization.
MATHEMATICS ABILITY: Strong numeric capabilities; ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions. 
LANGUAGE ABILITY: Ability to read, analyze, and interpret documents. Ability to communicate 
clearly. 

INTENT AND FUNCTION OF JOB DESCRIPTIONS 
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified 
employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, 
layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective 
compensation system.   

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  
Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities 
included have been determined to be the minimal standards required to successfully perform the positions.  In no 
instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  
Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to 
reasonably accommodate disabled individuals. However, no accommodations will be made which may pose 
serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended as and do not create employment contracts. The organization maintains its 
status as an at-will employer. Employees can be terminated for any reason not prohibited by law.