Fraud Detection Representative

Velera

1d•Remote

About The Position

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Fraud Detection Agent I 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

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
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)
Minimum six months experience in a customer service or call center experience preferred
Minimum of one year experience in fraud detection and/or fraud investigation preferred
High school diploma or equivalent
Basic Computer Skills using Word, Excel, Outlook
Strong customer service skills
Fraud Detection case processing application Main queue collection Starstation 3270 Springboard Separate Entity FTQ VIP, Travel Strat Queue
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
Read, write, simple arithmetic, draw conclusions from written or computer-generated materials, analyze data or report information 5-8 hours per shift

Nice To Haves

Some post high school education desirable

Responsibilities

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
Mitigating member and credit union losses via the Falcon Fraud Detection System
Meeting performance targets and requirements for agent advancement via career path
Navigating tools and resources to properly address case inquiries
Multi-task across various systems to mitigate cardholder and credit union losses
Maintaining a high level of service with members and meeting performance targets
Communicating trends and training opportunities to management
Maintaining composure and demonstrating a calm, professional position while adapting to difficult situations
Developing and maintaining productive working relationships with team members
Promoting and maintaining a positive, professional image of Velera's Call Centers
Participating in skills and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge
Regular and reliable attendance
Reporting risks that are identified to the appropriate team and/or management
Managing, monitoring, and reporting risks within the scope of your work area, to include, but not limited to Information Security risks
Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity
Ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions
Demonstrating enthusiastic support of corporate mission, vision, core values and long-term business objectives
Supporting a workplace where every employee feels valued, respected, and connected