Upcoming Training Start Dates:

July 27th, 2026

Second shift schedules available

Starting Pay: $18.41 + BONUS

Spanish Bilingual Representatives will receive an additional $1.00/hr language differential.

The Opportunity

The Fraud Detection Agent I - Bilingual 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. 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.  In addition, the Contact Center Fraud Detection Agent I will be accountable for meeting performance targets and requirements for agent advancement via career path. 

Day in the Life

• 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. 

• High school diploma or equivalent.
• Some post high school education desirable.
• Minimum of one year experience in fraud detection and/or fraud investigation preferred.
• Minimum six months experience in a customer service or call center experience preferred.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.  ​

Supervisory Responsibility 

• None