Fraud Detection Representative - Remote

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.

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.

• Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.
• Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting such calls and identified characteristics to management for immediate fraud prevention action.
• Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and to maintain Velera's and the department’s reputation for accuracy and business health score.
• Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automated customer service user application.
• Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high-risk situations.
• Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner for reduction of fraud loss.
• Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.
• Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraud loss, customer inconvenience, and loss of credit union revenue.
• Representatives must be adept at navigating and multitasking between applications, resources and directives.
• Control and manage calls to balance productivity and the member experience.
• Represent the department professionally in all interactions with internal and external customers in an inbound/outbound high volume fraud call center.
• Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour, adherence, errors, and attendance. Take responsibility for continual performance improvement.
• Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.
• Participate actively in team and department meetings; be a team player.
• Perform other duties as assigned.

Basic Qualifications

• High school diploma, GED, or equivalent certification required. College-level business courses preferred.
• One (1) year experience in fraud detection and/or fraud investigation preferred.
• Minimum six (6) months experience in a customer service environment required, call center experience preferred.
• PC windows based software experience required

Work at Home Technology 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- 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)
• Velera reserves the right to request proof of internet provider, speed, and service package from the representative

Work Schedule

The Fraud Detection Work Center is a 24/7 operation. Velera works to offer a variety of weekly shifts, including non-traditional business hours, weekends, overnights, and holidays.

About Velera

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.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.