[Hiring] Fraud Detection Agent I @Velera

Role Description

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.

• Placing outbound calls and 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.
• Accountable for meeting performance targets and requirements for agent advancement via career path.

Day in the Life:

• Takes incoming and outbound calls.
• Navigates tools and resources to properly address case inquiries.
• Maintains a high level of service with members and meets performance targets.
• Communicates 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.

Qualifications

• Minimum six months experience in 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.
• Some post high school education desirable.

Requirements

• A secure home office environment that is free from background noise and distractions.
• Proven and reliable private internet connection (not supplied by cellular data).
• Cable or fiber connections are preferred.
• Internet service download speeds must be at least 100 Mbps download and 30 Mbps upload consistently.
• Your computer will need to be hardwired and connected directly to your modem via an 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.
• Velera reserves the right to request proof of internet provider, speed, and service package from the representative.

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.