Fraud Investigator - Consumer Servicing, Bankcard Fraud

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range

About This Job

The Fraud Investigator II - Bankcard is a critical position in the bank that is responsible for preventing, limiting, and recovering Debit, Prepaid, Consumer Credit, and Commercial Credit card losses to the bank through early detection, prevention, conflict resolution, investigation, and performing the charge back processes.

Essential Functions

• Perform intermediate related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards

• Establish and review fraud/dispute cases of moderate complexity while ensuring productivity and quality expectations are met

• Monitor account activity and place outbound calls when appropriate

• Process card maintenance duties, including: address changes, credit bureau updates, expiration dates, building CHR’s.  Research if card or account is not working properly, such as declined authorizations 

• Process multiple application credit card functionality maintenance, including: visa 911 requests, authorization approvals, travel notifications and provisioning for token authorization when needed

• Report activity to card associations as needed

• Provide departmental reports to management

• Assist with documenting department procedures

• Assist with training team members

• Review and confirm validity of customer documents through research

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Intermediate knowledge of the fraud industry, including best practices

• Basic understanding of regulations such Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors

• Ability to show initiative to take on additional job responsibilities

• Ability to be proactive and ask questions, offer solutions and retain and apply information to future situations

• Ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues

• Ability to maintain professionalism with customers during difficult situations

• The ability to extract necessary information to be able to thoroughly investigate a case

• Ability to maintain a high degree of confidentiality

• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities

• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Proficient with Microsoft Outlook, Word, and Excel

Education & Experience

• Associate’s degree in Business Administration or related field or equivalent experience required

• 2+ years general investigative or related experience required

***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles.  This compensation range is for the Fraud Investigator - Consumer Servicing, Bankcard Fraud job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $23.80 to $27.65 per hour.

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The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.  Click here to learn more.

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