[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