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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, January 12, 2026
Training hours: Monday - Friday, 9AM - 5:30PM EST
Available Production Schedules: Second shift, must be able to work Saturdays
Starting pay: $18.41/hr + BONUS, language & shift differential
The Opportunity
The Contact Center Dispute Operations Agent I - Bilingual 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.
Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.
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.
Essential Functions and Responsibilities:
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.
Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge.
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 is 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.
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 InclusionHERE!
Pay Equity
$15.00 - $18.03Actual 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.
