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.

The Supervisor, Contact Center - Fraud Detection leads a team of Fraud Detection Representatives and/or Lead Fraud Detection Representatives focused on coaching and developing employees to achieve service excellence for credit union cardholders and members. Incumbent will create an environment that stimulates an enthusiastic, motivating, high-performance culture that focuses on continuous improvement and excellent service delivery. This includes demonstrating a sense of urgency in managing to efficiency of queue work and inbound call volume combined with high degree of accuracy/fraud mitigation while delivering a positive member experience for cardholders. Incumbent will assist in recruiting and onboarding new hires, will manage employee performance, and will identify and implement process improvements. Incumbent will also work with external clients to determine their service needs, and ensure the department maintains service level commitments.

• Develop fraud detection agents and/or lead fraud detection agents to achieve client and company goals; recognize, reward, and encourage successful performance through ongoing monitoring and hands-on coaching; inspire and build team commitment.

• Manage employee performance, including coaching, communicating employee progress toward goals, and taking corrective actions where necessary; track and document representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.

• Exercise critical thinking, discretion and good judgment in decision making, including account review and advice which carries potential financial impact and/or significant member impact.

• Analyze transaction patterns and respond quickly to high-risk, potential liability situations.

• Resolve manager-level call escalations satisfactorily using strong judgement and decision-making skills.

• Review electronic cases produced by the Fraud Detection system; regularly monitor calls to ensure quality of service and Identify areas requiring attention for improved member experience and/or risk mitigation.

• Maintain broad knowledge of all FDWC products and service applications including key functions and associated reports.

• Work with Fraud Detection leadership to identify and implement process improvements to maximize quality, efficiency, and cost-effectiveness of the team.

• Communicate company strategies, client initiatives, system enhancements, performance, and other key information to the team.

• Participate in the execution of day-to-day operations, maintaining service levels and service quality.

• Partner with Human Resources, Learning Solutions, IT, and other departments to ensure effective department operations and superior customer service.

• Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve service quality.

• Meet with client representatives to determine procedural requirements, conduct call calibrations, investigate/resolve issues, and communicate results to clients and internal management.

• Hire, develop, coach, train, and review employee performance and attendance to maintain productivity and department effectiveness.

• Monitor staff calls for accuracy, professionalism, and quality of care, providing immediate feedback.

• Work with Fraud Detection leadership and HR to determine and administer corrective actions.

• Serve as an escalation point for IT and Systems Support issues, including during extended hours and weekends.

• Manage daily workflow assignments and processes to enhance departmental effectiveness.

• Resolve escalated member/cardholder issues and provide additional phone support during high call volumes.

• Manage or oversee special projects as assigned and react productively to changes.

• Perform other duties as assigned.

Qualifications

• Associate’s degree or equivalent combination of education and experience preferred, but not required.

• 3-5+ years’ experience in Contact Center or Fraud Detection Operations.

• 2 years of team lead/supervisory experience or equivalent.

• Knowledge of Contact Center or Fraud Detection best practices.

• Knowledge of third-party vendor systems.

• Knowledge of and experience with contact center metrics.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.