Member Services Manager Jobs in Reno, NV (NOW HIRING)

At Greater Nevada, our passion is helping more people Live Greater, including our members, communities, and each other.

With pride, we strive to make a difference in the lives of our members and the communities they live in through financial inclusion, education, and empowerment. Why? Simply because we believe that together, we Live Greater.

To do this, we practice C.A.R.E. with our Values:

• WeCare Genuinely.
• We build relationships because we know that we areGreater Together.
• WeStay Trustworthyas we serve our communities.
• "Be Bright"rings in our ears as we find custom solutions that meet our members' needs.
• WeInspire One Another, our members, and our communities to re-imagine whatLiving Greater can be.
• In every moment, weEnjoy the Experience. It's what has made the last 70 years greater and what we carry into the future as we continue to serve.

These values have guided us to become the largest Nevada-based credit union to touch the lives of more than88,500 members and thousands upon thousands of people through our community and philanthropic work.

If you're enthusiastic, collaborative, and ready to make an impact, we'd love to meet you!

About The Position:

The Member Dispute Resolution Specialist is responsible for guiding members through the process of filing transactional disputes and other fraud related inquiries. File appropriate bond claims for reimbursement and review of industry alerts for potential breach activity. This role is also responsible for staying informed of possible fraud trends and collaborating with Marketing and Member Services to communicate with members and staff as needed.

What You'll Be Doing

• Process, investigate, and monitor member disputes from initiation through resolution, ensuring compliance with company policies, regulatory requirements, and service-level agreements while providing timely updates and maintaining accurate documentation.
• Proactively assess fraud trends in the industry and develop appropriate communications for the membership and staff.
• Assist members reporting fraud, non-fraud, or potentially fraudulent activity through secure messaging, email, and phone communications, providing high-quality service, recommending appropriate next steps, and guiding them through required documentation and resolution processes.
• Conduct comprehensive fraud monitoring by reviewing CAM alerts, reporting account breaches and unusual card activity, analyzing transaction patterns, verifying suspicious activity, implementing appropriate account security measures, and documenting findings to prevent financial losses.
• Follow up with external agencies and internal staff (i.e., law enforcement, shared branching, Marketing) as needed for collaboration.
• Track and report on statistics of members assisted and fraud trends.
• Identify abnormal data patterns and provide timely insights to support fraud mitigation or chargeback recovery initiatives.
• Review and process Verafin alerts related to various types of fraud activity, including investigating cases and preparing Suspicious Activity Reports (SARs) when appropriate.
• Escalate fraud-related incidents to law enforcement agencies as necessary, including the preparation and filing of police reports and supporting documentation.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum of 1-3 years of experience in banking, credit union operations, fraud prevention, dispute resolution, risk management, or a related financial services role.
• Strong verbal and written communication skills, with the ability to effectively assist members through phone, email, and secure messaging channels required.
• Strong analytical and reporting skills, including trend identification and data interpretation.
• Fraud or Card Disputes and Financial Institution Experience preferred
• Proficient in Microsoft Office Suite, especially Excel and Outlook.
• Ability to work in a fast-paced, deadline-driven environment.
• Demonstrated ability to handle sensitive member financial information with confidentiality and professionalism.

Skills & Competencies

• Excellent communication skills
• Optimizes work processes
• Strategic mindset
• Manages conflict
• Cultivates innovation
• Action-oriented

Physical Demands

• While performing the duties of your job, you may regularly be required to sit and use a keyboard, multiple monitors, mouse, and telephone (including repetitive motions with hands, fingers, arms, etc.) for extended periods of time. You may also frequently be required to stand, walk, and reach with hands and arms, bend, and kneel.
• You may occasionally be required to lift and/or move up to 20 pounds.

Location and Travel Requirements

The Member Dispute Resolution Specialist position can be located at Greater Nevada Credit Union's Eagle Station or Reno Operations Center location

United States

• Located in an idyllic small community in beautiful Northern Nevada

Compensation & Benefits

• $20.19- $28.13per hour
• Compensation is dependent on experience
• Medical, dental, and vision plans, where we cover 90% of employee costs and about 75% of the costs for their dependents
• Health Savings Account contributions
• Supplemental insurance and life insurance plans
• Paid time off, including vacation and sick time, 12 annual paid holidays, 2 floating holidays, 1 floating wellness day and sabbatical leave after every seven years of employment
• Paid time to volunteer and make a contribution to the community
• Employee product and service discounts

Greater Nevada is an Equal Opportunity Employer

Employment at Greater Nevada is based solely on a person's merit and qualifications directly related to professional competence. Greater Nevada prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.