[Remote] Fraud Detection Representative- Remote

Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. They are seeking a Fraud Detection Agent I who will be responsible for processing fraud detection cases and providing high-quality service to Credit Union employees and members. The role involves monitoring accounts for fraudulent activity, managing performance targets, and maintaining professional relationships with team members.

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
• Responsible for reporting risks that are identified to the appropriate team and/or management
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity

Skills

• 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
• 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
• Regular and reliable attendance
• Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for 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
• Some post high school education desirable

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

Company Overview