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.
Upcoming Training Start Dates:
July 27th, 2026
Second shift schedules available
Starting Pay: $18.41 + BONUS
Spanish Bilingual Representatives will receive an additional $1.00/hr language differential.
The Opportunity
The Fraud Detection Agent I - Bilingual will be responsible for applying knowledge of Velera’s organization and skills to process Fraud Detection cases providing consistent high quality, courteous, and efficient service to Credit Union employees and or Credit Union members. 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. In addition, the Contact Center Fraud Detection Agent I will be accountable for meeting performance targets and requirements for agent advancement via career path.
Day in the Life
- 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.
Education
- High school diploma or equivalent.
- 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.
Physical Demands
- While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
- Specific vision abilities required by this job include close vision
- Ability to occasionally lift/move up to 25 pounds
- Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
Supervisory Responsibility
None
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
Knowledge, Skills, & Abilities
- Basic Computer Skills using Word, Excel, Outlook.
- Strong customer service skills.
- Fraud Detection case processing application
- Main queue collection
- Starstation
- 3270
- Springboard
- Separate Entity
- FTQ
- VIP, Travel Strat Queue
- Clear verbal communication, written communication, and reading comprehension in English.
- 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.
- 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.
About Velera
At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.
Pay Rate: $18.41/hour
This is the established hiring rate for the position. Additional compensation opportunities may be available through performance bonuses, shift differentials, and language differentials.
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.
This role is currently not eligible for sponsorship.
As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.
Velera San Ramon, California, USA Office
3001 Bishop Dr, Suite 110, San Ramon, California, United States, 94583
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