Join the DFCU Financial team today, and discover the benefits, rewards and development opportunities from one of the largest and best managed credit unions in the country.
Do you bring empathy, attention to detail, and a strong commitment to protecting members?
As an Account Resolution Specialist, you will support members whose accounts have been impacted by fraud, unauthorized transactions, or data breaches. This role serves as a primary point of contact during sensitive situations, guiding members through the resolution process while securing accounts, coordinating investigations, and ensuring compliance with internal policies and regulatory requirements.
Strong communication skills, sound judgment, and a focus on member trust are essential for success in this role.
The Opportunity: We are seeking a full time Account Resolution Specialist to join our team.
What You'll Do:
Serve as the primary point of contact for members reporting compromised accounts or fraudulent activity.
Quickly assess the situation and take immediate action to secure member accounts (e.g., freezing accounts, resetting login credentials, issuing new cards).
Provide clear, empathetic, and informed communication to members throughout the resolution process.
File and track fraud claims in accordance with credit union procedures and regulatory requirements.
Investigate unauthorized transactions and coordinate with fraud prevention teams, card processors, or third-party vendors as needed.
Assist members with setting up new accounts, updating automatic payments, and reestablishing account access.
Educate members on account protection, fraud prevention, and digital banking security tools (e.g., alerts, two-factor authentication).
Document all interactions and resolution steps accurately in the member database and case management system.
Maintain confidentiality and protect sensitive member information in all interactions.
Stay current on fraud trends, regulatory changes, and internal policies related to account security.
What You'll Need:
High school diploma or equivalent required; associate degree preferred.
1-2 years of experience in financial services, fraud prevention, and customer service is preferred.
Demonstrated knowledge of account security procedures, fraud claims, and regulatory requirements.
Proficient in Microsoft 365.
Demonstrated analytical and problem-solving skills.
Able to initiate and embrace change.
Excellent interpersonal skills, including written and verbal communication and ability to work in a team environment.
What We Offer:
Potential for a hybrid work schedule
401k plan match, dollar for dollar up to 4%
401k additional employer contribution after one year at 5%
Employee bonus program
Medical, dental and vision insurance effective date of hire
Health savings account (HSA)
Flexible spending accounts for medical and dependent care expenses
Adoption assistance for qualified expenses maximum $10,000 per child
Wellness initiatives and reimbursements
Pre-paid legal services plan
Identity protection plan
Accident supplemental plan
Short & long term disability plans paid for by company
Company provided basic life insurance of $50,000 plus supplemental for employee, spouse and child
Pet Insurance
Free financial planning assistance
Numerous fun employee events throughout the year
Volunteer and community engagement opportunities
Employee loan discounts (closed-end loans)
Service / anniversary awards
Employee discounts for company logo wear
Employee referral payouts for recruiting your friends and family
Paid lunch time
Tuition reimbursement / Education assistance
Ongoing training opportunities
Leadership development program
Paid time off
Paid holidays (13 per year)
Flexible scheduling for students
Equal Opportunity Employer / Disabled / Veterans
