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Fraud Detection Agent

4 months ago

West Des Moines, United States Co-op Solutions Full time
THE OPPORTUNITY:

We are seeking a talented Fraud Detection Agent I to assist cardholders by verifying activity on their debit or credit card while identifying and reporting potential fraud trends and patterns to minimize potential losses. In addition the Fraud Detection Agent I will be accountable for meeting performance targets and necessary requirements for agent advancement via career path.

***This position is in office only including one weekend day.

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.

WHAT YOU CAN LOOK FORWARD TO:
  • Takes incoming calls from members to verify transactions. Navigates tools and resources to properly address member inquiries.
  • Maintains high level of service with members and meets performance targets.
  • Maintains composure and demonstrate 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 Contact Centers.
  • Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.
  • Regular and reliable attendance.
  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
  • Actively supports our Velera culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
WHAT YOU'LL NEED TO SUCCEED:
  • Knowledge of the Fiserv and/or FIS applications.
  • Knowledge of Phone System (Finesse and Calabrio).
  • Strong interpersonal communication skills.
  • Strong problem solving skills.
  • Ability to identify fraud patterns.
  • Ability to resolve complex issues with limited supervision.
  • Detail Oriented.
  • Strong time management skills.
REQUIRED EDUCATION and EXPERIENCE:
  • High school diploma or equivalent
  • 1-2 years of Customer Service experience in an office or contact center environment.
#Joinourteam

THE PERKS
  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
  • Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.
  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.
  • Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.