Fraud Detection Representative

About Velera

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. Serving over 4,000 financial institutions across North America, Velera operates with velocity to help clients keep pace with rapid change and fuel growth in financial services. Our purpose is to accelerate partners’ success through innovative financial technology solutions and inspired service.

Training for this role begins on March 30th, 2026, with a starting pay of $18.41 per hour.

Basic Function of a Fraud Detection Representative

As a Fraud Detection Representative, you will be responsible for placing outbound calls, responding to inbound calls, and monitoring complex cases for both credit and debit accounts to identify fraudulent activity. Your primary goal is to prevent potential high-dollar liability and mitigate losses for members and credit unions by utilizing the Falcon Fraud Detection System.

Essential Functions & Responsibilities

• Analyze, review, and work electronic credit and debit card cases generated by the Falcon Fraud Detection System.
• Apply knowledge and experience to detect known fraudster callers and identify potential new fraudster call patterns, reporting characteristics to management for immediate fraud prevention action.
• Process Lost/Stolen account calls with exceptional accuracy to minimize company liability and maintain Velera's reputation for accuracy and business health score.
• Independently follow Knowledge Base policies and procedures, demonstrating proficiency in lieu of an automated customer service user application.
• Maintain current knowledge of evolving fraud activity to analyze transaction patterns, identify trends, and respond swiftly to high-risk situations.
• Monitor changing fraud trends, meticulously document activity, and report findings to appropriate department personnel in a timely manner to reduce fraud loss.
• Exhibit manual dexterity for keyboarding, attention to detail, and flexibility in daily tasks.
• Verify appropriate account activity, take corrective actions, and log associated notes on accounts to minimize potential fraud loss, customer inconvenience, and loss of credit union revenue.
• Navigate and multitask efficiently between various applications, resources, and directives.
• Control and manage calls effectively to balance productivity with a positive member experience.
• Represent the department professionally in all interactions with internal and external customers within a high-volume inbound/outbound fraud call center environment.
• Consistently perform at or above the “meets” or “exceeds” level for daily and monthly performance standards, including quality, calls per hour, adherence, errors, and attendance, taking responsibility for continuous performance improvement.
• Maintain schedule flexibility to meet business needs and respond to Business Continuity Plan (BCP) situations.
• Participate actively in team and department meetings, fostering a collaborative team environment.
• Perform other duties as assigned.

Basic Qualifications

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

Work At Home Technology Requirements

This remote position requires a secure home office environment free from background noise and distractions. You must have a proven and reliable private internet connection (cable or fiber preferred) that is not supplied by cellular data. Internet service download speeds must consistently be at least 100 Mbps download and 30 Mbps upload (verified via www.speedtest.net). Your computer must be hardwired and connected directly to your modem via an Ethernet cord (provided by Velera). Access to a smart device (phone or tablet) with OS version 8.0+ or Apple iOS version 15.0+ (not rooted or jailbroken) is also required. Velera reserves the right to request proof of internet provider, speed, and service package.

Work Schedule

The Fraud Detection Work Center operates 24/7. Velera offers a variety of weekly shifts, including non-traditional business hours, weekends, overnights, and holidays.

Key skills/competency

• Fraud Detection Systems
• Fraud Investigation
• Credit/Debit Account Monitoring
• Customer Service
• Call Center Operations
• Transaction Analysis
• Risk Mitigation
• Data Entry & Accuracy
• Policy Adherence
• Multitasking & Navigation