Bilingual Spanish Fraud Detection Rep- REMOTE

Velera

6d•Remote

About The Position

The Fraud Detection Agent I - Bilingual will be responsible for applying knowledge of Velera’s organization and skills to process Fraud Detection cases providing consistent high quality, courteous, and efficient service to Credit Union employees and or Credit Union members. Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debit accounts to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and credit union losses via the Falcon Fraud Detection System. In addition, the Contact Center Fraud Detection Agent I will be accountable for meeting performance targets and requirements for agent advancement via career path.

Requirements

High school diploma or equivalent.
Basic Computer Skills using Word, Excel, Outlook.
Strong customer service skills.
Clear verbal communication, written communication, and reading comprehension in English.
Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills.
Application of good judgment and decision making.
Ability to work efficiently both independently and as part of a team.
While performing duties of this job, employee is regularly required to do the following: read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift.
A secure home office environment that is free from background noise and distractions
Proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot)
Cable or fiber connections are preferred
Internet service download speeds must be at least 100 Mbps download and 30 Mbps upload consistently
Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord.
Access to a smart device (phone or tablet) with OS version 8.0 or greater or for Apple device IOS version 15.0 or greater (device cannot be rooted or jailbroken)

Nice To Haves

Some post high school education desirable.
Minimum of one year experience in fraud detection and/or fraud investigation preferred.
Minimum six months experience in a customer service or call center experience preferred.

Responsibilities

Takes incoming calls and outbound calls.
Navigates tools and resources to properly address case inquiries.
Monitoring and working cases for credit and debit accounts to identify fraudulent activity.
Multi-task across various systems to mitigate cardholder and credit union losses.
Maintains a high level of service with members and meets performance targets.
Communicate trends and training opportunities to management.
Maintains composure and demonstrates a calm, professional position while adapting to difficult situations.
Develops and maintains productive working relationships with team members.
Promotes and maintains a positive, professional image of Velera's Call Centers.
Participates in skills and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.