Card and Risk Support Specialist

Colorado Credit Union; Brighton (CO); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

401k Match

Profit Sharing

Paid Time Off

Flexible Schedule

Job summary

Colorado Credit Union in Brighton, CO is seeking a Card & Risk Support Specialist to serve as a frontline expert handling elevated-risk member interactions and complex payment service support.

You will review account restrictions, support fraud and dispute processes, and troubleshoot card and digital payment issues while delivering compassionate member service. Join a team focused on accuracy, compliance, and proactive risk management to protect members and minimize loss.

Qualifications

• Associate’s degree required.
• 2–5 years fraud prevention or card services experience.
• Banking or credit union experience preferred.

Responsibilities

• Lives CCU’s service standards and core values.
• Serve as primary contact for members needing advanced support via phone and chat.
• Manage inbound/outbound calls, emails, and chats for elevated card/risk needs.
• Educate members on activity and payment service functionality to reduce risk.
• Review accounts with restrictions or suspicious activity and take appropriate actions.
• Handle complex disputes and fraud cases end-to-end with documentation.
• Stay current on card networks, fraud trends, and payment technologies.
• Document investigations and member interactions accurately.
• Participate in business development and community relations activities.

Skills

Fraud prevention

Card services

Regulatory knowledge

Customer support

Education

Associate’s degree

Job description

Job DetailsJob Location: 2380 E Bridge Street, Brighton, Colorado 80601 - Brighton, CO 80601 Position Type: Full Time Education Level: 2 Year Degree Salary Range: $26.00 - $28.00 Hourly Travel Percentage: Negligible Job Shift: Day Job Category: BankingGENERAL PURPOSE

The Card & Risk Support Specialist serves as a frontline subject matter expert responsible for handling elevated-risk member interactions and complex payment service support. This position specializes in reviewing and resolving account restrictions, supporting fraud and dispute processes, and troubleshooting advanced card and digital payment issues (e.g., debit/credit cards, Zelle, and transaction limits).

The role works closely with the other Risk team members to evaluate account activity, determine appropriate actions, and ensure timely and compliant resolution of restrictions while minimizing loss and protecting the member experience. This individual delivers exceptional service through inbound calls and digital channels, demonstrating strong judgment, attention to detail, and the ability to confidently navigate complex account situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lives CCU’s service standards and core values: Be the Advocate. Embrace Curiosity. Be Compassionate.
• Serve as a primary point of contact for members requiring advanced support via phone and chat, with a focus on complex, high-risk, or sensitive account situations.
• Manage inbound and outbound calls, emails, messages, and chats for both members and vendors for all elevated card and risk related needs.
• Work closely with other frontline teams and proactively contact members for card and risk related service items to ensure timely completion and accuracy.
• Educate members on account activity, transaction decisions, and payment service functionality to build confidence and reduce future risk.
• Review and evaluate accounts with restrictions or suspicious activity, determine appropriate actions, remove or maintain restrictions, and ensure all decisions align with internal policies and regulatory requirements.
• Handle end-to-end processing of complex disputes and fraud cases, including transaction research, documentation, and communication with members, card networks, and internal partners to minimize loss and achieve timely resolution.
• Act as a subject matter expert for card and digital payment services, resolving advanced issues such as declines, authorization errors, and limit requests, while exercising sound judgement on exception approvals and member accommodations.
• Maintain strict confidentiality and ensure all actions align with regulatory requirements and internal policies.
• Identify trends in member issues, fraud activity, or service breakdowns and provide feedback to improve processes and reduce friction.
• Serve as a liaison between frontline teams and risk department to identify and communicate solutions to card or risk-related issues.
• Stay current on card network rules, fraud trends, and payment technologies to effectively support evolving member needs.
• Document investigations, decisions, and member interactions thoroughly and accurately.
• Support promotions and strategies to meet Credit Union’s goals.
• Participate in Credit Union business development and community relations activities.
• Adhere to all service standards as outlined in the Credit Union’s policies and procedures.
• Assist with account reviews related to BSA, fraud prevention, and other risk management functions as assigned.
• Perform other duties as needed or requested.

KNOWLEDGE, SKILL AND ABILITY

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Knowledge of card services, fraud prevention, dispute processing, payment systems, and account risk management principles.
• Demonstrate strong attention to detail in handling sensitive financial information and complex account scenarios.
• Working knowledge of applicable regulations and industry standards (i.e. Regulation E, Regulation Z, Regulation CC, dispute timelines, Uniform Commercial Code (draft liability) and NACHA (ACH liability), card network rules, BSA/AML requirements, and credit union policies.
• Ability to exercise sound judgement, maintain confidentiality, and balance member service with risk management objectives.
• Strong problem-solving skills with the ability to independently research, troubleshoot, and resolve member issues.
• Ability to communicate effectively in writing and verbally (by phone and in person).

EDUCATION, FORMAL TRAINING, AND EXPERIENCE

• Associate’s degree is required; equivalent specialized internal or external training, certifications, or relevant experience may be considered.
• Minimum of two to five years of fraud prevention, card services, or other related industry experience required.
• Credit union or financial services experience required.

WORK ENVIRONMENT/PHYSICAL ACTIVITIES

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will often be required to move around for a majority of the day. The employee must occasionally lift and/or move up to 25 pounds.

BENEFITS

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
• 401k Employer Contributions & Match
• Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Wellness Program
• Employee Recognition Program
• Annual Bonus Based on Company Performance
• Monthly Incentives Based on Company Performance