Supervisor, Fraud Operations

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.

The Opportunity

The Supervisor, Fraud Operations position is to assist the Supervisor to organize and control the staffing while assisting representatives to meet daily departmental performance and service goals ; ensuring prompt, efficient and courteous service. Incumbent will assist with the supervision of staff to ensure that company standards are met and the company policies and procedures are followed while insuring customer satisfaction. The incumbent will be responsible for problem resolution of customer and financial institutions, critical issues and department workflow and the interaction of all functions to meet departmental/team goals. The incumbent will have knowledge of all functions performed within the department. The incumbent will promptly and accurately record and report error coaching to appropriate leaders. The incumbent will be directly involved with management to deliver coaching and counseling to representatives, and perform various supervisory roles in the absence of a supervisor, including time clock adjustments.

Day in the Life

• Directly supervise the Fraud Operations staff to ensure daily completion of inquiries and support for all Global Fraud Monitoring clients. Monitor workflow, productivity, accuracy, and losses.

• Participate in client presentations as requested by direct reports to provide assistance or leadership.

• Conduct monthly audits and review actions taken on inquiries by staff to ensure accuracy and quality.

• Coordinate the Fraud Operations tasks and ensure adherence to established turnaround times and SLAs; manage projects assigned to the team; ensure quality of all team outputs.

• Maintain awareness of member client fraud trends and suggest internal procedure changes to Fraud Operations  Manager to remain efficient.

• Continually supervise department workflow to ensure time-sensitive functions are meeting department standards.

• Resolve complex service issues by responding to escalation calls and other department personnel.

• Advise internal contacts on sensitive issues and recommend client procedures and new product developments.

• Manage process documentation and communication within the team and with appropriate external parties.

• Communicate company strategies, client initiatives, system improvements, performance, and other key information to the team and conduct regular team meetings.

• Remain current with industry and client fraud trends.

• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in Business Administration or related field or combination of education and experience required. 

• Five (5) years within the financial service industry required.

• Five (5) years professional experience in risk analytics, mitigating risk and/or fraud services required.

• One (1) year or equivalent of supervisory experience preferred.

• Payments processing system knowledge preferred.

• Experience with third party vendor systems software preferred. 

• Project management experience preferred. 

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

$66,100.00

to

$82,600.00

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 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 [email protected] for assistance.