• Fraud Operations Specialist

    Job Locations US-CA-Rancho Cucamonga
    Req No.
    Business/Client Support
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.


    We are seeking a talented Fraud Operations Specialist to provide quality customer care in the area of Account Fraud Detection supporting both the Fraud Prevention strategic objectives for detecting fraud and Call Center that is the primary contact point for Case Management.  In addition, this positon will handle aspects of fraud tracking, statistical analysis, communication with clients, research and reporting of possible fraud trends while maintaining a knowledge of fraud related tools that support the account based product environment.

    What You Can Look Forward to

    • Monitors Account Level Daily Reports for Cases created and Confirmed Fraud/Confirmed Valid activity.
    • Maintain, track and develop detailed reports on fraud cases.
    • Analyze fraud data and Identify patterns and trends for notices to clients and potential rule strategy changes to improve detection and prevention results.
    • Assist with fraud system basic rule writing for testing and production environments.
    • Complete statistical requests and research for fraud management metrics.
    • Assist staff that makes outbound calls to credit unions for possible fraud presented by fraud system.
    • Maintain full knowledge of account based products and serves as a resource for potential updates related to Fraud Management.
    • Review daily transaction velocity report and forward alerted items to credit unions for investigation.
    • Follow up Assistance for Confirmed Fraud Cases.
    • Compile fraud investigative files to assist impacted credit unions to help determine recourse options and assist in preventing similar fraud on account based product access channels.
    • Assist clients in obtain documentation relating to fraud.
    • Maintain and publish fraud alerts on CO-OP Fraud Alert System.
    • Handle fraud related inquiries received via email, tickets, and phone calls.
    • Acts as liaison between credit unions and Account Fraud Detection with regard to case management and other internal departments, staff and management.
    • Act as knowledge resource for meetings and presentations with CUs, State Networks and internal staff.
    • Represent CO-OP and correspond with respective Law Enforcement and Federal Agencies.
    • Performs other related duties as required.
    • Must react to change productively.
    • Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.
    • 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.

    What You’ll Need to Succeed

    • High school diploma or general education degree (GED).
    • Some college level courses in a business related field helpful.
    • Minimum of 2-3 years of fraud monitoring experience in a financial institution or EFT and 3-5 years related experience with debit/credit card processing, and/or equivalent combination of education and experience required.
    • Competence required in Microsoft Office applications including Microsoft Excel.
    • Proficient knowledge of Feedzai Case Manager/COOPER.
    • High level knowledge, functionality and requirements of shared branching, and other related account based delivery channels.
    • Must possess excellent organizational and communication skills, both written and oral.
    • Must have strong prioritization skills and demonstrate the ability to develop and utilize performance metrics and productivity reports.
    • The individual must also be detail oriented and able to handle multiple tasks simultaneously.
    • Ability to effectively communicate and work across all areas of CO-OP Financial Services as well as vendors.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   


    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.


    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.


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