Contact Center - Disputes Operations Agent at Velera

, , United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

18.03

Posted On

05 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fraud management, Dispute processing, Customer service, Critical thinking, Analytical thinking, Problem solving, Communication, Microsoft Word, Microsoft Excel, Microsoft Outlook, Data analysis, Regulatory compliance, Financial services, Chargeback resolution, Attention to detail

Industry

Financial Services

Description

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. Start Date: Monday, April 27, 2026 Training hours: Monday - Friday, 9AM - 5:30PM EST Available Production Schedules: First and Second Shift Starting pay: $18.41/hr + BONUS, language & shift differential The Opportunity The Contact Center Dispute Operations Agent I will be responsible for first-stage disputes generated by the processing of incoming calls providing consistent high quality, courteous and efficient service to Credit Union employees and or Credit Union members. Responsibilities include analyzing and resolving fraud and non-fraud disputes and recover the funds for our members and/or Financial Institutions while minimizing liability and risk for the company. In addition, the Contact Center Dispute Operations Agent I will be accountable for meeting performance targets. Day in the Life Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily and determine the best course of action to resolve the case within established departmental timeframes. Be proficient in all areas of entry level fraud/non-fraud dispute processing. Maintain knowledge of and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis, and resolution of those cases. Navigates tools and resources to properly address member disputes. Maintains a high level of service with member and meets performance targets. Maintains composure and demonstrates a calm, professional position while adapting to difficult situations. Develops and maintains productive working relationships with team members 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 - 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 25’ 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 jail-broken) Velera reserves the right to request proof of internet provider, speed, and service package from the representative Qualifications High school diploma or equivalent. Some post high school education desirable. Minimum of one (1) year experience in fraud management or disputes chargebacks preferred. Minimum of six (6) months experience in a customer service environment or call center experience preferred. Knowledge, Skills, & Abilities Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity. Basic Computer Skills using Word, Excel, Outlook. Strong customer service skills. Clear verbal communication, written communication, and reading comprehension in English. General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for Velera platforms, FiServ Platforms and Association’ (MasterCard/ Visa) 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. Skill Knowledge to Include but not limited to: Dispute processing applications, Fraud processing applications, Star Station, 3270 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. 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. 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 $15.00 - $18.03 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 recruiters@velera.com for assistance. An Inclusive Atmosphere Where Possibilities are Delivered “Our Momentum. Your Moment.” At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine. If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self. Your Voice Matters and Your Contributions are Rewarded You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you. Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined. We Help Credit Unions Deliver Possibilities Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success. How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum. Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States. Service Excellence – Delivering the Best We provide credit unions and their members with state-of-the-heart service. Security – Protecting Vital Interests We stop threats before they can cause damage. Digital Solutions – Presenting the Future We make it possible for members to conveniently experience the best in credit union services. Strategic Growth – Opening New Opportunities As the perfect partner with all the right tools, we help credit unions achieve their goals.

Responsibilities

The agent is responsible for analyzing and resolving fraud and non-fraud disputes while providing high-quality service to credit union members. They must identify and resolve inquiries daily while meeting performance targets and adhering to regulatory rules.