Fraud Detection Representative

Velera

1d•$15 - $18•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. At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine. If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self. You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you. Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined. Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success. How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum. Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States.

Requirements

High school diploma or equivalent.
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.
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- check your download speed using a speed test.
To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer. Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord. Velera will provide a standard-length 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)

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.