• Fraud Detection Analyst I

    Job Locations US-IA-Urbandale
    Req No.
    Business/Client Support
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Fraud Analyst I to be responsible for providing the highest quality customer care to members of CO-OP Financial Services credit unions, providing timely review and resolution of Fraud Alerts.



    • Handle inbound and outbound calls to verify transactions and take appropriate action.
    • Review card activity for possible fraud and based on guidelines contacts cardholders.
    • Represent the department professionally in talking to internal and external customers in an inbound/outbound call center by treating each caller with respect, enthusiasm and professionalism.
    • Maintain daily and monthly performance standards, including those pertaining to quality and quantity.
    • Enter and maintain accurate case detail reports for all alerts received, and reports the type of fraud for each occurrence.
    • Fully comprehend and be able to interpret case management system in order to assist and answer client and member questions and resolve cases.
    • Maintain working knowledge of all fraud related eFunds/CO-OP applications and products, both current and new.
    • Provide escalation and updates to supervisor regarding cases.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
    • Hours for this position are Sunday -Thursday 2:30pm -11:00pm. 


    • Must have a High school diploma or general education degree (GED) with 1-2 years of Customer Service experience in an office or call center environment.
    • Experience in a financial institution or EFT industry or fraud experience is desirable.
    • Excellent oral and written communication skills, strong analytical, problem solving, and decision-making skills. 
    • Must have strong working knowledge of Microsoft Office applications, including Word, Excel and Outlook.  Familiarity of FDR, Total Systems, Hogan, Vision Plus or other current fraud systems is a plus. 

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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