Supervisor, Fraud Strategy

Join the People Helping People 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 Opportunity:

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.

Day in the Life:

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:

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, 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…