[Remote] Bilingual Spanish Fraud Detection Rep- 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 Bilingual Spanish Fraud Detection Agent I, responsible for processing fraud detection cases and providing high-quality service to Credit Union employees and members while identifying fraudulent activities.

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

Skills

• High school diploma or equivalent
• Basic Computer Skills using Word, Excel, Outlook
• Strong customer service skills
• 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
• Clear verbal communication, written communication, and reading comprehension in English
• 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
• 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
• Cable or fiber connections are preferred

Benefits

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