Join the People Helping People

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

Training Start Date: March 30th, 2026

Starting Pay: $18.41

Basic Function

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.

Essential Functions & Responsibilities

• Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.
• Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting such calls and identified characteristics to management for immediate fraud prevention action.
• Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and to maintain Velera's and the department’s reputation for accuracy and business health score.
• Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automated customer service user application.
• Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high-risk situations.
• Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner for reduction of fraud loss.
• Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.
• Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraud loss, customer inconvenience, and loss of credit union revenue.
• Representatives must be adept at navigating and multitasking between applications, resources and directives.
• Control and manage calls to balance productivity and the member experience.
• Represent the department professionally in all interactions with internal and external customers in an inbound/outbound high volume fraud call center.
• Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour, adherence, errors, and attendance. Take responsibility for continual performance improvement.
• Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.
• Participate actively in team and department meetings; be a team player.
• Perform other duties as assigned.

Basic Qualifications

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

Work at Home Technology Requirements

• A secure home office environment that is free from background noise and distractions
• Proven and reliable private internet connection that is not supplied by the use of cellular data (hot spot)
  • Cable or fiber connections are preferred
  • Internet service download speeds must be at least 100 Mbps download and 30 Mbps upload consistently- check your download speed using a speed test. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
• Your computer will need to be hardwired and connected directly to your modem via an Ethernet cord. Velera will provide a standard-length 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 (device cannot be rooted or jailbroken)
• Velera reserves the right to request proof of internet provider, speed, and service package from the representative

Work Schedule

The Fraud Detection Work Center is a 24/7 operation. Velera works to offer a variety of weekly shifts, including non-traditional business hours, weekends, overnights, and