Job Overview
Location
Remote-USA
Job Type
Full-time
Category
Software Engineering
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Handle inbound and outbound calls to address fraud-related inquiries for credit and debit card accounts.
- • Monitor and process fraud cases using the Falcon Fraud Detection System to identify and prevent fraudulent activity.
- • Mitigate financial losses for credit union members and partner institutions by resolving high-risk cases efficiently.
- • Navigate multiple proprietary systems including Starstation, 3270, Springboard, Separate Entity, FTQ, VIP, and Travel Strat Queue to manage cases.
- • Maintain high standards of customer service while interacting with credit union employees and members during sensitive fraud investigations.
- • Meet and exceed performance targets tied to case resolution, call quality, and productivity metrics.
- • Communicate emerging fraud trends and training needs to management to support continuous improvement.
- • Demonstrate composure and professionalism when handling stressful or emotionally charged customer interactions.
- • Develop and maintain collaborative relationships with team members to ensure seamless workflow and support.
- • Participate in classroom, on-the-job, and self-paced training to build and expand product knowledge and procedural expertise.
- • Ensure accurate interpretation of data, apply analytical thinking, and make sound decisions based on case details and system outputs.
- • Perform all duties with strong verbal and written communication skills in English, and provide service in Spanish to bilingual members.
- • Work independently and as part of a team to achieve departmental goals while adhering to compliance and security protocols.
- • Maintain a quiet, distraction-free home office environment with a hardwired internet connection meeting minimum speed requirements (100 Mbps download, 30 Mbps upload).
- • Use a company-provided Ethernet cord to connect computer directly to modem; no cellular hotspots permitted.
- • Utilize a smart device (iOS 15.0+ or Android 8.0+) for system access, ensuring device is not rooted or jailbroken.
- • Complete 5–8 hours per shift of reading, writing, data analysis, and report generation based on computer-generated materials.
- • Adhere to all company policies regarding pay confidentiality and data security as outlined in Velera’s employment guidelines.
🎯 Requirements
- • High school diploma or equivalent
- • Clear verbal and written communication skills in English
- • Ability to speak, read, and write Spanish fluently
- • Reliable high-speed internet with minimum 100 Mbps download and 30 Mbps upload via cable or fiber
- • Must have a hardwired computer connection to modem via Ethernet
- • Minimum six months customer service or call center experience preferred
🏖️ Benefits
- • Starting pay of $18.41/hour plus bonus
- • $1.00/hour language differential for Spanish bilingual representatives
- • Medical, dental, and vision insurance with telemedicine
- • Paid Time Off (PTO) and 12 paid holidays
- • 401(k) with employer match
- • Health Savings Account (HSA) with company contributions
- • Mental health support through Employee Assistance Program (EAP)
- • Tuition reimbursement and wellness program
Skills & Technologies
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About CO-OP Financial Services
CO-OP Financial Services, operating as Velera, is a financial technology cooperative serving credit unions across the United States. It provides payment processing, digital banking platforms, ATM and shared-branch networks, fraud management and data analytics tools. The organization enables credit unions to offer members secure, modern banking experiences comparable to large banks while maintaining cooperative ownership and governance. Services include credit, debit and prepaid card processing, online and mobile banking solutions, real-time payments and contactless technologies. Founded in 1981, the company rebranded its technology arm to Velera in 2023 to emphasize innovation and growth in the fintech sector.
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