Supervisor, Fraud Strategy

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.

The Supervisor, Fraud Strategy will oversee the Fraud Strategy area. This includes collaborating with employees and other departments on relevant matters to ensure that department standards for quality, employee engagement, and efficiency are upheld. The role involves overseeing client and product implementations, conducting research on service issues, suggesting process improvements, analyzing data and trends, and assisting in developing risk analytics training materials. Additionally, the incumbent will be tasked with fostering an environment that cultivates a hardworking, motivating, high-performance culture, focusing on continuous improvement and delivering excellent service to both internal and external customers. They will also supervise and coordinate the activities and daily operations of the Fraud Strategy staff, which includes supporting Fraud & Risk monitoring tools, reviewing and resolving fraud-related issues, managing resources, assigning tasks and projects, and serving as the primary liaison for the Fraud Prevention team with other internal departments.

• Directly supervise the Fraud Strategy 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 Strategy 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 Strategy 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

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

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. 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.