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Job Description
- Req#: 6821
- 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 PSCU’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.
- 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
- 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. PSCU will provide a standard-length Ethernet cord.
- Access to a smart device (phone or tablet) with OS version 6.0 or greater or for Apple device IOS version 11 or greater (device cannot be rooted or jailbroken)
- PSCU reserves the right to request proof of internet provider, speed, and service package from the representative
- $15-18 per hour, plus bonus opportunities
- Shift differential for non-traditional hours, depending on shift.
- Language premium as required for fluency in Spanish
Beautiful, state-of-the-art campus
Endless opportunities for advancement
Competitive wages
Generous paid time off and paid holidays
Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
Dental and Vision
Basic and Optional Life Insurance
Company Paid Disability Insurance
401 k (with employer match)
Health Savings Accounts (HSA) with company provided contributions
Flexible Spending Accounts (FSA)
Supplemental Insurance
Legal Plan
Pet Insurance
Adoption Assistance Plan
Mental Health and Well-being: Employee Assistance Program (EAP)
Mental health and Well-being: Virtual mental health support and resources
Tuition Reimbursement
Wellness program
Back-up child care program
Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Join the people helping people.
PSCU/Co-op Solutions is now Velera ! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.
For people drawn to serving others through their work, Velera is a place to thrive, as we serve our credit union members best by taking care of each other first.
If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”
This application is the first step in seizing your moment.
Full Time Work at Home Fraud Detection RepresentativeOur Momentum. Your Moment.
Class Start Date: July 1st
Shifts Available: 2nd
Training: 10 am - 6:30 pm EST
This position is 100% remote
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
Click to see what a day in the life of a Fraud Detection Work Center Representative is like!
Basic Qualifications
Work at Home Technology Requirements
Work Schedule
The Fraud Detection Work Center is a 24/7 operation. PSCU works to offer a variety of weekly shifts, including non-traditional business hours, weekends, overnights, and holidays.
Compensation
Pay Equity
Velera is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is:
$31,800.00to
$39,700.00*Note: The amount shown is based on full time annual salary and would be prorated based on role.
In addition this position is eligible for an incentive plan, based on performance.
Benefits
At Velera, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.
Check out the comprehensive benefits Velera has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.
Velera offers:
Our benefits package includes:
Velera is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a Velera location, employee attentiveness and cooperation with Velera Employee Safety Workplace Protocols is critical.
Please Note: For roles with certain levels of travel and/or company car usage, Velera will require a completed Motor Vehicle Record Check , valid driver's license, and proof of insurance at time of hire and annually.
All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!
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 and the "EEO is the Law" Poster Supplement. 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 (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).
As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.
About the company
PSCU partners with credit unions to enable growth and provide an unparalleled member experience.